當一家公司想要提高獲利，常見的方法就是增加顧客數量或是調高產品或服務的價格，然而在不改變服務水準或是價格的情況下很難吸引到顧客，因此本研究探討將既有的客群以產品價格與服務時間區分成購買高階服務 (優先服務) 的客人以及購買低階服務 (一般服務) 的客人。在產能整合限制下，公司讓購買快速服務的客人優先服務，價格與服務時間的決策就成為本研究的目標。雖然將客群進行分群可以增加獲利，但公司還是會希望能獲得更多的利益，為了吸引新客源購買公司的服務成為本研究的第二個目的。本研究將建立兩個模式，模式一是對既有的客群做分群，而模式二延續模式一的情境並將新來的客源加入考慮，最後對兩個模式分別進行獲利最大化。經過數值分析後，本研究發現當服務率與既有客群來到率相近的時候，選擇模式一會有較高的獲利，如果當服務率比既有客群來到率大很多的時，選擇模式二會有較高的獲利。

We consider two different classes of service for heterogeneous customers. If the customers choose the premium service (high level service), they will have a higher priority, and if they choose the common service (low level service), they will have a lower priority. The prices of both services are different, and the price for the high-level service is more expensive than the price of the low-level service. We assume that there is a cluster of customers who already have bought the service. When the company proposes high-level and low-level service and sets the price and service time, the customers choose either service based on their utility. Therefore, they are separated into two clusters: high-level customers and low-level customers. Our objective is to make the decisions of price and service time for each type of service that maximize the firm’s profit. Furthermore, we consider a model in which additional customers are attracted by high-level service. Through numerical analysis, we find that when the existing customers’ arrival rate approaches the service rate, the company should not attract additional customers. On the other hand, when the service rate is larger than the existing customers’ arrival rate, the company should make efforts to attract additional customers in order to make more profit.

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