Abstract
In many consumer-intensive (B2C) services, delivering memorable customer experiences is often a source of competitive advantage. And yet, there exist few formal guidelines to design the structure of such experiences. In this chapter, we introduce a utility-based model of customer satisfaction when customers are subject to acclimation, satiation, and memory decay. We then review and extend principles for optimizing the structure of an experience to maximize customer satisfaction; specifically, we characterize the optimal sequence of activities, the optimal activity selection, and the optimal information policy about an uncertain outcome. We find that, in general, the optimal experience structure is non-monotone in service levels and makes use of breaks/intermissions to create contrasts and reset satiation levels. However, in many extreme cases, we show that a crescendo design is optimal. We then discuss the implications of our framework for quality management in services, especially as it relates to a potential gap between ex-ante expectation and ex-post satisfaction, and for monetizing customers’ utilities derived while anticipating or recalling the event.
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Notes
- 1.
- 2.
- 3.
Baucells and Bellezza (2017) consider an even more general model with a discount factor that is period-specific and dependent on the magnitude of the utility experienced in that period.
- 4.
A more general model with multi-attribute activities could consider that the intensity of each attribute moves proportionally to the budget allocated to the activity, i.e., consider attributes as rays specific to each activity.
- 5.
Although a book writer has complete control over the unfolding of the story, a sports event or game manager may not fully control it; yet, the rules of the sport or game may be altered to induce more or less variance in outcomes, as is currently under consideration for the game of tennis (The Economist2017).
- 6.
For instance, the trailer of the movie Morgan was compiled by IBM’s Watson; see https://www.ibm.com/blogs/think/2016/08/cognitive-movie-trailer/
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Acknowledgments
I would like to thank Uday S. Karmarkar, Lia Patrício, and two anonymous referees for sharing their insights and suggestions for improving the quality of the chapter.
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Appendix
Appendix
Lemma 1:
For any p, q ≥ 1 and x ∈ [0, 1], 1 − x−p − x−q + x−p − q ≥ 0.
Proof:
The derivative of the function 1 − x−p − x−q + x−p − q with respect to p equals x−p ln x (1 − x−q) ≥ 0, and similarly for the derivative with respect to q. Hence, for any p, q ≥ 1, 1 − x−p − x−q + x−p − q ≥ 1 − x−1 − x−1 + x−2 = (1 − x−1)2 ≥ 0.∎
Lemma 2:
For any p, q ≥ 1 and x ∈ [0, 1], 1 − x−p − x−q + x−p − q is decreasing in x.
Proof:
The derivative of the function 1 − x−p − x−q + x−p − q with respect to x equals \( \left(p+q\right)\ {x}^{-p-q-1}\left(\frac{p}{p+q}\ {x}^q+\frac{q}{p+q}\ {x}^p-1\right) \), and it is negative given that xq ≤ 1 and xp ≤ 1.∎
Proof of Proposition 1:
The proof uses an interchange argument. Throughout the proof, since K = 1, we omit the subscript k. Because α = γ = 0, \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)={\sum}_{\tau =1}^T{\delta}^{T-\tau}\ v\left({x}_{\tau}-{r}_1\right)-v\left({s}_1\right) \). Suppose that, in the optimal sequence, Activity i starts in time period t and immediately precedes Activity j. In that case, because xτ = xi whenever πτ = i, we obtain
Consider a suboptimal sequence \( \tilde{\boldsymbol{x}} \) in which Activities i and j have been permuted. Because x is optimal, we must have that \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)-S\left(\tilde{\boldsymbol{x}},{r}_1,{s}_1\right)\ge 0 \), i.e.,
which implies, by Lemma 1, that v(xi − r1) ≤ v(xj − r1). Because v(x) is increasing, this implies that xi ≤ xj. ∎
Proof of Proposition 2:
The proof uses an interchange argument. Throughout the proof, since K = 1, we omit the subscript k. Without loss of generality, we set r1 = 0. Because α = 0, \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)={\sum}_{\tau =1}^T{\delta}^{T-\tau}\ \left(v\left({x}_{\tau}+{s}_{\tau}\right)-v\left({s}_{\tau}\right)\right) \). Suppose that, in the optimal sequence, Activity i starts in time period t and immediately precedes Activity j. In that case, because xτ = xi whenever πτ = i, we obtain
Consider a suboptimal sequence \( \tilde{\boldsymbol{x}} \) in which Activities i and j have been permuted. Because x is optimal, we must have that \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)-S\left(\tilde{\boldsymbol{x}},{r}_1,{s}_1\right)\ge 0 \). Because the terms associated with activities scheduled before t or after t + di + dj + 1 are identical across both expressions, we must thus have that
which implies, since v(x) is increasing, that xi ≤ xj. ∎
Proof of Proposition 3:
The proof uses an interchange argument. Throughout the proof, since K = 1, we omit the subscript k. Because δ = 1 and γ = 0, \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)={\sum}_{\tau =1}^Tv\left({x}_{\tau}-{r}_{\tau}\right)-v\left({s}_1\right) \). Suppose first that Activities i and j are not the last ones. Specifically, suppose that, in the optimal sequence, Activity i starts in time period t and immediately precedes Activity j, and that Activity j precedes Activity l. In that case, because xτ = xi whenever πτ = i, we obtain
Consider a suboptimal sequence \( \tilde{\boldsymbol{x}} \) in which Activities i and j have been permuted. Because x is optimal, we must have that \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)-S\left(\tilde{\boldsymbol{x}},{r}_1,{s}_1\right)\ge 0 \). Because the terms associated with activities scheduled before t or after t + di + dj + dl are identical across both expressions, we obtain that
We next show that this inequality holds if only if xi ≤ xj.Suppose first that xi ≤ xj. Because v(x) is subadditive, v(xj − rt) ≤ v(xj − xi) + v(xi − rt). Similarly, v(xl − xi) ≤ v(xl − xj) + v(xj − xi). Moreover, because of loss aversion, when xi ≤ xj, v(xj − xi) ≤ − v(xi − xj). Combining these inequalities yields the desired inequality. Conversely, suppose that xi > xj. Because v(x) is subadditive, v(xi − rt) ≤ v(xi − xj) + v(xj − rt). Similarly, v(xl − xj) ≤ v(xl − xi) + v(xi − xj). Moreover, because of loss aversion, when.xi > xj, v(xj − xi) < − v(xi − xj). Combining these inequalities yields the opposite inequality. Hence, \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)-S\left(\tilde{\boldsymbol{x}},{r}_1,{s}_1\right)\ge 0 \)implies that xi ≤ xj.
Next, suppose that Activities i and j are the last ones. Then,
Consider a suboptimal sequence \( \tilde{\boldsymbol{x}} \) in which Activities i and j have been permuted. Because x is optimal, we must have that
Similar to the argument above for the case where Activities i and j are not the last ones, we can show that this inequality holds if and only if xi ≤ xj. Hence, \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)-S\left(\tilde{\boldsymbol{x}},{r}_1,{s}_1\right)\ge 0 \)implies that xi ≤ xj.∎
Proof of Proposition 4:
The proof uses an interchange argument. Throughout the proof, since K = 1, we omit the subscript k. Because δ = γ = 1, S(x, r1, s1) = v(xT − rT + sT) − v(s1). Suppose first that Activities i and j are not the last ones. Specifically, suppose that, in the optimal sequence, Activity i starts in time period t and immediately precedes Activity j, and that Activity j precedes Activity l. In that case, because xτ = xi whenever πτ = i, we obtain
Consider a suboptimal sequence \( \tilde{\boldsymbol{x}} \) in which Activities i and j have been permuted. Because x is optimal, we must have that \( S\left(\boldsymbol{x},{r}_1,{s}_1\right)-S\left(\tilde{\boldsymbol{x}},{r}_1,{s}_1\right)\ge 0 \). Because the function v(x) is increasing, this implies that \( {x}_T-{r}_T+{s}_T\ge {\tilde{x}}_T-{\tilde{r}}_T+{\tilde{s}}_T \), in which \( {\tilde{r}}_T \) and \( {\tilde{s}}_T \) are the reference point and satiation level in period T corresponding to sequence \( \tilde{\boldsymbol{x}} \). Because the terms associated with activities scheduled before t or after t + di + dj + dl are identical across both expressions, as well as rt and xl, we must thus have that
After expanding the series, we obtain that
Using Lemma 1, we obtain that the second term in parentheses is always negative, which implies that xi ≤ xj.
When Activities i and j are the last two activities, we obtain, using a similar logic, that
After expanding the series using the fact that T − t = di + dj, we obtain
Using Lemma 1, we obtain that the second term in parentheses is always negative, which implies that xi ≤ xj. ∎
Proof of Proposition 5:
The proof uses an interchange argument. Because vk(x) = wk x for all k, \( S\left(\boldsymbol{x},{\boldsymbol{r}}_1,{\boldsymbol{s}}_1\right)={\sum}_{\tau =1}^T{\sum}_{k=1}^K{w}_k\ {\delta}^{T-\tau}\ \left({x}_{k,\tau}-{r}_{k,\tau}\right) \), i.e., the terms in sτ cancel each other. Suppose first that Activities i and j are not the last ones. Specifically, suppose that, in the optimal sequence, Activity i starts in time period t and immediately precedes Activity j, and that Activity j precedes Activity l. In that case, because xk, τ = xk, i whenever πτ = i, we obtain
Consider a suboptimal sequence \( \tilde{\boldsymbol{x}} \) in which Activities i and j have been permuted. Because x is optimal, we must have that \( S\left(\boldsymbol{x},{\boldsymbol{r}}_1,{\boldsymbol{s}}_1\right)-S\left(\tilde{\boldsymbol{x}},{\boldsymbol{r}}_1,{\boldsymbol{s}}_1\right)\ge 0 \). Because the terms associated with activities scheduled before t or after t + di + dj + dl are identical across both expressions, as well as rk, t and xk, l, we thus obtain that
Equivalently,
After expanding the series, we obtain
Using Lemmas 1 and 2, that the last two terms are nonnegative if and only if \( t\le T+1-\frac{\ln \left(\frac{1-{\delta}^{-{d}_i}-{\delta}^{-{d}_j}+{\delta}^{-{d}_i-{d}_j}}{1-{\left(1-\alpha \right)}^{-{d}_i}-{\left(1-\alpha \right)}^{-{d}_j}+{\left(1-\alpha \right)}^{-{d}_i-{d}_j}}\right)}{\ln \left(\frac{1-\alpha}{\delta}\right)} \).
When Activities i and j are the last two activities, we obtain, using a similar logic, that
After expanding the series, it can be checked that the second term in parentheses is nonnegative if and only if \( t\ge T+1-\frac{\ln \left(\frac{1-{\delta}^{-{d}_i}-{\delta}^{-{d}_j}}{1-{\left(1-\alpha \right)}^{-{d}_i}-{\left(1-\alpha \right)}^{-{d}_j}}\right)}{\ln \left(\frac{1-\alpha}{\delta}\right)} \). Because, for any p, q ≥ 1, the function 1 − x−p − x−q is increasing in x, \( 1-{\delta}^{-{d}_i}-{\delta}^{-{d}_j}\ge 1-{\left(1-\alpha \right)}^{-{d}_i}-{\left(1-\alpha \right)}^{-{d}_j} \) if and only if δ ≥ 1 − α. Hence, the term \( \frac{\ln \left(\frac{1-{\delta}^{-{d}_i}-{\delta}^{-{d}_j}}{1-{\left(1-\alpha \right)}^{-{d}_i}-{\left(1-\alpha \right)}^{-{d}_j}}\right)}{\ln \left(\frac{1-\alpha}{\delta}\right)} \) is always negative, and therefore, \( t<T+1-\frac{\ln \left(\frac{1-{\delta}^{-{d}_i}-{\delta}^{-{d}_j}}{1-{\left(1-\alpha \right)}^{-{d}_i}-{\left(1-\alpha \right)}^{-{d}_j}}\right)}{\ln \left(\frac{1-\alpha}{\delta}\right)} \) for all Activities i and j. As a result, we must have that \( {\sum}_{k=1}^K{w}_k\ \left({x}_{k,i}-{x}_{k,j}\right)\le 0 \) if Activities i and j are the last ones and if Activity i precedes Activity j in the optimal sequence.∎
Proof of Proposition 6:
We first show by induction that \( {x}_{T-k}={r}_{T-k}+{\left({v}^{\hbox{'}}\right)}^{-1}\left(\frac{\lambda \left(1+ k\alpha \right)}{\delta^k}\right) \). Consider the Lagrangean function \( L\left(\left({x}_1,\dots, {x}_T\right),{r}_1,0\right)=S\left(\left({x}_1,\dots, {x}_T\right),{r}_1,0\right)-\lambda\ \left(\sum \limits_{t=1}^T{x}_t-B\right) \). Because the second-order optimality condition associated with xT, i.e., \( \frac{\partial^2L\left(\left({x}_1,\dots, {x}_T\right),{r}_1,0\right)}{\partial {x}_T^2}={v}^{{\prime\prime}}\left({x}_T-{r}_T\right)<0 \), is always satisfied by concavity of v(x), every stationary point defines a global maximum. Because xT = rT + (v’)−1(λ) satisfies the first-order optimality condition associated with xT, i.e., \( \frac{\partial L\left(\left({x}_1,\dots, {x}_T\right),{r}_1,0\right)}{\partial {x}_T}={v}^{\prime}\left({x}_T-{r}_T\right)-\lambda =0 \), it is optimal to set \( {x}_T^{\ast}={r}_T+{\left({v}^{\hbox{'}}\right)}^{-1}\left(\lambda \right) \).
Fix k > 0 and suppose that it is optimal to set \( {x}_{T-l}^{\ast}={r}_{T-l}+{\left({v}^{\hbox{'}}\right)}^{-1}\left(\frac{\lambda \left(1+ l\alpha \right)}{\delta^l}\right) \) for l = 0, …, k − 1. Using the induction hypothesis, we obtain that
because
Because \( \frac{\partial}{\partial {x}_{T-k}}\left(\frac{\partial L\left(\left({x}_1,\dots, {x}_{T-k},{x}_{T-k+1}^{\ast},\dots, {x}_T^{\ast}\right),{r}_1,0\right)}{\partial {x}_{T-k}}\right)={\delta}^k\ {v}^{{\prime\prime}}\left({x}_{T-k}-{r}_{T-k}\right)<0 \) and because \( {x}_{T-k}={r}_{T-k}+{\left({v}^{\hbox{'}}\right)}^{-1}\left(\frac{\lambda \left(1+ k\alpha \right)}{\delta^k}\right) \) solves \( \frac{\partial L\left(\left({x}_1,\dots, {x}_{T-k},{x}_{T-k+1}^{\ast},\dots, {x}_T^{\ast}\right),{r}_1,0\right)}{\partial {x}_{T-k}}=0 \), it is optimal to set \( {x}_{T-k}^{\ast}={r}_{T-k}+{\left({v}^{\hbox{'}}\right)}^{-1}\left(\frac{\lambda \left(1+ k\alpha \right)}{\delta^k}\right) \). This completes the induction step.
Because v″(x) < 0, \( {x}_{T-k}^{\ast}-{r}_{T-k}={\left({v}^{\hbox{'}}\right)}^{-1}\left(\frac{\lambda \left(1+ k\alpha \right)}{\delta^k}\right) \) is decreasing in k.
Finally, suppose that v(x) = xβ for some 0 < β < 1 when x ≥ 0. In that case, \( {x}_{T-k}^{\ast}\ge {x}_{T-k-1}^{\ast} \) if and only if \( {r}_{T-k}+{\left(\frac{\lambda \left(1+ k\alpha \right)}{\beta\ {\delta}^k}\right)}^{\frac{1}{\beta -1}}\ge {x}_{T-k-1}^{\ast} \), i.e., if and only if \( {\left(\frac{\lambda \left(1+ k\alpha \right)}{\beta\ {\delta}^k}\right)}^{\frac{1}{\beta -1}}\ge \left(1-\alpha \right)\ {\left(\frac{\lambda \left(1+\left(k+1\right)\alpha \right)}{\beta\ {\delta}^{k+1}}\right)}^{\frac{1}{\beta -1}} \), i.e., if and only if \( \frac{\left(\frac{\lambda \left(1+ k\alpha \right)}{\beta\ {\delta}^k}\right)}{\left(\frac{\lambda \left(1+\left(k+1\right)\alpha \right)}{\beta\ {\delta}^{k+1}}\right)}\le {\left(1-\alpha \right)}^{\beta -1} \), i.e., if and only if \( \left(\frac{\delta\ \left(1+ k\alpha \right)}{\left(1+\left(k+1\right)\alpha \right)}\right)\le {\left(1-\alpha \right)}^{\beta -1} \). The left-hand side is increasing in k, whereas the right-hand side is constant, so there is at most one crossing. Because the left-hand side is equal to \( \left(\frac{\delta}{\left(1+\alpha \right)}\right) \) when k = 0 and to δ when k → ∞, and that both values are smaller than (1 − α)β − 1, we conclude that \( {x}_{T-k}^{\ast}\ge {x}_{T-k-1}^{\ast} \) for all k.∎
Proof of Proposition 7:
Without loss of generality, we set r1 = 0. Consider the Lagrangean function \( L\left(\left({x}_1,\dots, {x}_T\right),0,{s}_1\right)=S\left(\left({x}_1,\dots, {x}_T\right),0,{s}_1\right)-\lambda\ \left(\sum \limits_{t=1}^T{x}_t-B\right) \). Because the second-order optimality condition associated with xT, i.e., \( \frac{\partial^2L\left(\left({x}_1,\dots, {x}_T\right),0,{s}_1\right)}{\partial {x}_T^2}={v}^{{\prime\prime}}\left({x}_T+{s}_T\right)<0 \), is always satisfied by concavity of v(x), every stationary point defines a global maximum. Because xT = − sT + (v’)−1(λ) satisfies the first-order optimality condition associated with xT, i.e., \( \frac{\partial L\left(\left({x}_1,\dots, {x}_T\right),0,{s}_1\right)}{\partial {x}_T}={v}^{\prime}\left({x}_T+{s}_T\right)-\lambda =0 \), it is optimal to set \( {x}_T^{\ast}=-{s}_T+{\left({v}^{\hbox{'}}\right)}^{-1}\left(\lambda \right) \).
We next show by induction that \( {v}^{\prime}\left({x}_{T-k}^{\ast}+{s}_{T-k}\right)-\left(\gamma /\delta \right)\ {v}^{\hbox{'}}\left(\gamma\ \left({x}_{T-k}^{\ast}+{s}_{T-k}\right)\right)=\left(1-\gamma \right)\lambda /{\delta}^k \) for all k = 1, …, T − 1. Because
we obtain that
by assumption, and it is thus optimal to set \( {x}_{T-1}^{\ast} \) such that \( \frac{\partial L\left(\left({x}_1,\dots, {x}_{T-1},{x}_T^{\ast}\right),0,{s}_1\right)}{\partial {x}_{T-1}}=\delta\ {v}^{\prime}\left({x}_{T-1}+{s}_{T-1}\right)+\gamma\ \left(\lambda -{v}^{\prime}\left(\gamma\ \left({x}_{T-1}+{s}_{T-1}\right)\right)\right)-\lambda =0 \).
Fix k > 0 and suppose that it is optimal to set \( {x}_{T-l}^{\ast} \) such that \( {v}^{\prime}\left({x}_{T-l}^{\ast}+{s}_{T-l}\right)-\left(\gamma /\delta \right)\ {v}^{\hbox{'}}\left(\gamma\ \left({x}_{T-l}^{\ast}+{s}_{T-l}\right)\right)=\left(1-\gamma \right)\lambda /{\delta}^l \) for all l = 1, …, k. Using the induction hypothesis, we obtain that
Hence,
and it therefore is optimal to set \( {x}_{T-k}^{\ast} \) such that \( \frac{\partial L\left(\left({x}_1,\dots, {x}_{T-k},{x}_{T-k+1}^{\ast},\dots, {x}_T^{\ast}\right),{r}_1,{s}_1\right)}{\partial {x}_{T-k}}=0 \). This completes the induction step.
Because \( {v}^{\prime}\left({x}_{T-k}^{\ast}+{s}_{T-k}\right)-\left(\frac{\gamma}{\delta}\right)\ {v}^{\hbox{'}}\left(\gamma\ \left({x}_{T-k}^{\ast}+{s}_{T-k}\right)\right)=\frac{\left(1-\gamma \right)\lambda}{\delta^k}<\frac{\left(1-\gamma \right)\lambda}{\delta^{k+1}}={v}^{\prime}\left({x}_{T-k-1}^{\ast}+{s}_{T-k-1}\right)-\left(\frac{\gamma}{\delta}\right)\ {v}^{\hbox{'}}\left(\gamma\ \left({x}_{T-k-1}^{\ast}+{s}_{T-k-1}\right)\right) \) and because the function \( {v}^{\prime}(x)-\left(\frac{\gamma}{\delta}\right)\ {v}^{\hbox{'}}\left(\gamma\ x\right) \) is decreasing by assumption, we obtain that \( {x}_{T-k}^{\ast}+{s}_{T-k}\ge {x}_{T-k-1}^{\ast}+{s}_{T-k-1} \) for any k = 1, …, T − 1. Moreover, because \( \left(1-\gamma \right){v}^{\prime}\left({x}_T^{\ast}+{s}_T\right)=\left(1-\gamma \right)\lambda =\delta\ {v}^{\hbox{'}}\left({x}_{T-1}^{\ast}+{s}_{T-1}\right)-\gamma\ {v}^{\hbox{'}}\left(\gamma\ \left({x}_{T-1}^{\ast}+{s}_{T-1}\right)\right)<\left(\delta -\gamma \right)\ {v}^{\hbox{'}}\left({x}_{T-1}^{\ast}+{s}_{T-1}\right)\le \left(1-\gamma \right)\ {v}^{\hbox{'}}\left({x}_{T-1}^{\ast}+{s}_{T-1}\right) \), since v’(x) > 0, v’’(x) > 0, and δ ≤ 1; therefore, \( {x}_T^{\ast}+{s}_T>{x}_{T-1}^{\ast}+{s}_{T-1} \).
Finally, suppose that v(x) = xβ for some lnδ/ ln γ < β < 1 when x ≥ 0. In that case, \( {x}_{T-k}^{\ast}=-{s}_{T-k}+{\left(\frac{\delta^{k-1}\ \beta\ \left(\delta -{\gamma}^{\beta}\right)}{\lambda\ \left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}} \) for k = 1, …, T − 1 and \( {x}_T^{\ast}=-{s}_T+{\left(\frac{\beta}{\lambda}\right)}^{\frac{1}{1-\beta}} \). Suppose that T ≥ 3. Then, \( {x}_T^{\ast}\ge {x}_{T-1}^{\ast} \) if and only if \( {\left(\frac{\beta}{\lambda}\right)}^{\frac{1}{1-\beta}}\ge {x}_{T-1}^{\ast}+{s}_T={x}_{T-1}^{\ast}+\gamma \left({x}_{T-1}^{\ast}+{s}_{T-1}\right)=\left(1+\gamma \right)\left({x}_{T-1}^{\ast}+{s}_{T-1}\right)-{s}_{T-1}=\left(1+\gamma \right)\left({x}_{T-1}^{\ast}+{s}_{T-1}\right)-\gamma \left({x}_{T-2}^{\ast}+{s}_{T-2}\right)=\left(1+\gamma \right){\left(\frac{\beta\ \left(\delta -{\gamma}^{\beta}\right)}{\lambda\ \left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}}-\gamma {\left(\frac{\delta\ \beta\ \left(\delta -{\gamma}^{\beta}\right)}{\lambda\ \left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}} \). Hence, \( {x}_T^{\ast}\ge {x}_{T-1}^{\ast} \) if and only if \( 1\ge \left(\left(1+\gamma \right)-{\gamma \delta}^{\frac{1}{1-\beta}}\right){\left(\frac{\left(\delta -{\gamma}^{\beta}\right)}{\left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}} \), which is always true since \( \left(\left(1+\gamma \right)-{\gamma \delta}^{\frac{1}{1-\beta}}\right){\left(\frac{\left(\delta -{\gamma}^{\beta}\right)}{\left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}}\le \left(\left(1+\gamma \right)-\gamma \right){\left(\frac{\left(1-{\gamma}^{\beta}\right)}{\left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}}\le 1 \). Similarly, suppose that T − k ≥ 3. Then, \( {x}_{T-k}^{\ast}\ge {x}_{T-k-1}^{\ast} \) if and only if \( {\left(\frac{\delta^{k-1}\ \beta\ \left(\delta -{\gamma}^{\beta}\right)}{\lambda\ \left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}}\ge {x}_{T-k-1}^{\ast}+{s}_{T-k}={x}_{T-k-1}^{\ast}+\gamma \left({x}_{T-k-1}^{\ast}+{s}_{T-k-1}\right)=\left(1+\gamma \right)\left({x}_{T-k-1}^{\ast}+{s}_{T-k-1}\right)-{s}_{T-k-1}=\left(1+\gamma \right)\left({x}_{T-k-1}^{\ast}+{s}_{T-k-1}\right)-\gamma \left({x}_{T-k-2}^{\ast}+{s}_{T-k-2}\right)=\left(1+\gamma \right){\left(\frac{\delta^k\ \beta\ \left(\delta -{\gamma}^{\beta}\right)}{\lambda\ \left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}}-\gamma {\left(\frac{\delta^{k+1}\ \beta\ \left(\delta -{\gamma}^{\beta}\right)}{\lambda\ \left(1-\gamma \right)}\right)}^{\frac{1}{1-\beta}} \). Hence, \( {x}_{T-k}^{\ast}\ge {x}_{T-k-1}^{\ast} \) if and only if \( 1\ge {\delta}^{\frac{1}{1-\beta}}\left(\left(1+\gamma \right)-{\gamma \delta}^{\frac{1}{1-\beta}}\right) \), which is always true.∎
Proof of Proposition 8:
The proof proceeds by backward induction by showing that \( {W}_t\left({r}_t\right)=\sqrt{\left(1+{\sum}_{\tau =1}^{T-t}{\delta}^{-2\tau}\right)\ {r}_t\ \left(1-{r}_t\right)} \) for all t. To initialize the induction step, we have \( {W}_T\left({r}_T\right)={\max}_{{\overline{x}}_T\ge {r}_T\ge {\underline{x}}_T}\sqrt{\frac{r_T-{\underline{x}}_T}{{\overline{x}}_T-{\underline{x}}_T}{\left({\overline{x}}_T-{r}_T\right)}^2+\frac{{\overline{x}}_T-{r}_T}{{\overline{x}}_T-{\underline{x}}_T}{\left({r}_T-{\underline{x}}_T\right)}^2}=\sqrt{\left({\overline{x}}_T-{r}_T\right)\left({r}_T-{\underline{x}}_T\right)} \). Because the objective function is increasing in \( {\overline{x}}_T \) and decreasing in \( {\underline{x}}_T \), it is optimal to set \( {\overline{x}}_T=1 \) and \( {\underline{x}}_T=0 \). Hence, \( {W}_T\left({r}_T\right)=\sqrt{\ {r}_T\ \left(1-{r}_T\right)} \). Fix t < T and suppose that \( {W}_{t+1}\left({r}_{t+1}\right)=\sqrt{\left(1+{\sum}_{\tau =1}^{T-t-1}{\delta}^{-2\tau}\right)\ {r}_{t+1}\ \left(1-{r}_{t+1}\right)} \). In that case,
Taking the first-order optimality conditions yields that \( {\overline{x}}_t=\frac{1}{2}+\sqrt{{\left({r}_t-\frac{1}{2}\right)}^2+\frac{1}{1+\left({\sum}_{\tau =1}^{T-t}{\delta}^{-2\tau}\right)}{r}_t\left(1-{r}_t\right)} \) and \( {\underline{x}}_t=\frac{1}{2}-\sqrt{{\left({r}_t-\frac{1}{2}\right)}^2+\frac{1}{1+\left({\sum}_{\tau =1}^{T-t}{\delta}^{-2\tau}\right)}{r}_t\left(1-{r}_t\right)}. \)Substituting these values into the objective function yields:
completing the induction step. To see that this solution is indeed optimal, note that Wt(rt) corresponds to the optimal solution of the problem of allocation a total variance rt(1 − rt) across the T − t + 1 remaining periods so as to maximize \( {\sum}_{\tau =t}^T{\delta}^{t-\tau}\ \sqrt{v_{\tau}} \) subject to \( {\sum}_{\tau =t}^T{v}_{\tau}\le {r}_t\left(1-{r}_t\right) \) (Ely et al. 2015, online appendix). ∎
Proof of Proposition 9:
The proof proceeds by backward induction. In period T, \( {W}_T\left({r}_T\right)={\max}_{{\overline{x}}_T\ge {r}_T\ge {\underline{x}}_T}\frac{r_T-{\underline{x}}_T}{{\overline{x}}_T-{\underline{x}}_T}\ \left({\overline{x}}_T-{r}_T\right)+\frac{{\overline{x}}_T-{r}_T}{{\overline{x}}_T-{\underline{x}}_T}\left({r}_T-{\underline{x}}_T\right) \). Because the objective function is increasing in \( {\overline{x}}_T \) and decreasing in \( {\underline{x}}_T \), it is optimal to set \( {\overline{x}}_T=1 \) and \( {\underline{x}}_T=0 \). Hence, WT(rT) = 2rT(1 − rT). Therefore, in period T − 1,
Taking the first-order optimality conditions with respect to \( {\underline{x}}_{T-1} \) and \( {\overline{x}}_{T-1} \) (and ignoring the suboptimal non-informative solutions) yields the following solution: \( {\underline{x}}_{T-1}={r}_{T-1}-\delta /4 \) and \( {\overline{x}}_{T-1}={r}_{T-1}+\delta /4 \) if \( {r}_{T-1}\in \left[\frac{\delta}{4},1-\frac{\delta}{4}\right] \), \( {\underline{x}}_{T-1}=0 \) and \( {\overline{x}}_{T-1}=\sqrt{\delta\ {r}_{T-1}} \) if \( {r}_{T-1}\in \left[0,\frac{\delta}{4}\right] \), and \( {\underline{x}}_{T-1}=1-\sqrt{\delta\ \left(1-{r}_{T-1}\right)} \) and \( {\overline{x}}_{T-1}=1 \) if \( {r}_{T-1}\in \left[1-\frac{\delta}{4},1\right]. \) Hence,
Consider next period T − 2:
When \( {r}_{T-2}\in \left[\frac{\delta +{\delta}^2}{4},1-\frac{\delta +{\delta}^2}{4}\right] \), the function is maximized at \( {\underline{x}}_{T-2}={r}_{T-2}-{\delta}^2/4 \) and \( {\overline{x}}_{T-2}={r}_{T-2}+{\delta}^2/4 \). ∎
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Roels, G. (2019). Optimal Structure of Experiential Services: Review and Extensions. In: Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C., Lyons, K., Patrício, L., Sawatani, Y. (eds) Handbook of Service Science, Volume II. Service Science: Research and Innovations in the Service Economy. Springer, Cham. https://doi.org/10.1007/978-3-319-98512-1_6
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