The traditional operations management and queueing literature typically assume that customers are fully rational. In contrast, in this paper, we study canonical service models with boundedly rational customers.We capture bounded rationality using a model in which customers are incapable of...

Motivated by airline baggage fees, we consider a service provider offering a main service (e.g., transporting a person) and an ancillary service (e.g., transporting a checked bag) that an individual customer may or may not need. We ask whether the firm should bundle the two services and post a...