Abstract:

With the application and development of mobile internet technology， promoting intelligent services is an inevitable path. Intelligent services have brought convenience to our daily life， but intelligent devices cannot be accepted by all social groups， and people still have doubts about their security， so the guidance of professional staff is indispensable in the use process. In addition， the function of intelligent devices is not yet perfect， and the frequency of failures is high. Once a failure occurs， it cannot be repaired in a short time， causing a large number of customers to be stranded at the service point， resulting in an unpleasant experience for customers.The customers’ equilibrium and pricing strategy in delayed repair queue with working vacation and vacation interruption combined with intelligent service mechanisms are considered. Firstly， the utility functions are established based on a linear reward-cost structure and customers’ equilibrium and socially optimal strategies are derived under different information levels. Secondly， the socially optimal strategy is calculated by using the genetic algorithm and computer simulation. By comparing with the equilibrium strategy， it concluded that selfish behavior of customers can paralyses the system， which leads to the loss of customers and is unfavorable to the overall healthy development of society. Therefore， it seeks to social welfare optimization by setting the optimal service price to regulate the benefit relationship between customers and society. Finally， taking the failure rate as an example， the impact of system parameters on performance indicators is analyzed and some suggestions are proposed for service industry managers to make decisions： （1） improve the staff’s ability to handle failures； （2） strengthen the training of employees in enterprises； （3） a reasonable pricing strategy can effectively alleviate congestion situations.

Key words: queueing game, equilibrium strategy, pricing strategy, social welfare, optimization