ELE227 Service operation management

Service operation managementUnit 79 min read

Game Theory & Decision Making: Models, Games & Strategies

Unit 7 of Service Operations Management explores how game theory and decision-making models (maximin, minimax, Laplace, Hurwitz, dominance) help managers optimize choices in competitive or uncertain environments—with real-world cases from Nepali tech firms and global giants.

TAKEAWAYS:

  • Game theory models strategic interactions (e.g., price wars between Daraz and Sastodeal) using payoff matrices and optimal strategies.
  • Decision criteria (maximin, minimax regret, Laplace, Hurwitz) help managers pick the best action under uncertainty (e.g., Ncell’s network expansion).
  • Zero-sum games (where one player’s gain = another’s loss) are solved via dominance rules or mixed strategies (e.g., eSewa vs. Khalti in digital payments).
  • Real-world applications: Game theory explains pricing (Nepal Oil Corporation’s fuel price wars), queuing (Pathao’s surge pricing), and negotiations (Nabil Bank’s loan terms).
  • Exam focus: Solve payoff tables, reduce games to 2×2 form, and justify decisions using criteria—always show calculations.
  • Key tools: Payoff matrices, saddle points, expected value, and dominance rules are non-negotiable for full marks.

1. What is Game Theory?

Game theory studies strategic decision-making where outcomes depend on interdependent choices of two or more players. It’s used in:

  • Competitive markets (e.g., Daraz vs. Sastodeal on discounts).
  • Negotiations (e.g., NTC vs. private telecoms on spectrum auctions).
  • Resource allocation (e.g., Kathmandu traffic police optimizing routes).

Core Concepts

Multiple decision-makers (e.g., firms, governments)PlayersActions each player can choose (e.g., price cuts, ads)StrategiesOutcomes (profits, losses, market share)PayoffsOne’s gain = another’s loss (e.g., poker, price wars)Zero-SumCooperative outcomes possible (e.g., joint ventures)Non-Zero-SumTypesOptimal strategies (e.g., Nash equilibrium)SolutionsGame Theory
Hierarchical breakdown of core game theory concepts

prisoner's dilemma game theoryA classic example of non-zero-sum games where cooperation fails. (Image: S4485581, CC BY-SA 4.0, via Wikimedia Commons)


2. Types of Games

Type Example Key Feature
Zero-Sum eSewa vs. Khalti in digital payments One’s gain = other’s loss (e.g., market share).
Non-Zero-Sum Ncell & NTC collaborating on 5G Both can benefit (e.g., shared infrastructure).
Cooperative Chaudhary Group & Daraz partnerships Players negotiate binding agreements.
Non-Cooperative Price wars between fuel dealers No communication; strategies are independent.

Real-World Example:

  • Nepal Oil Corporation (NOC) vs. Private Dealers:
    • Game: Fuel price adjustments.
    • Zero-Sum: If NOC cuts prices, private dealers lose sales (and vice versa).
    • Outcome: NOC uses dominance strategies (e.g., bulk discounts to retain customers).

3. Solving Two-Person Zero-Sum Games

Step 1: Payoff Matrix

For a game with players A and B, the payoff table shows A’s gains (B’s losses):

B1 B2
A1 3 -2
A2 4 -3

Step 2: Check for Saddle Points

  • Saddle point: The minimum of the row maxima or the maximum of the column minima.
  • If minimax = maximin, the game is strictly determinable (pure strategy solution exists).

Example: For the matrix above:

  • Row maxima: max(3, -2) = 3, max(4, -3) = 4 → Minimax = 3.
  • Column minima: min(3, 4) = 3, min(-2, -3) = -3 → Maximin = 3.
  • Saddle point at (A1, B1) → Optimal pure strategy.

Step 3: Reduce to 2×2 by Dominance

Remove dominated strategies (always worse than another option).

Example: Original game:

B1 B2 B3 B4
A1 3 2 4 0
A2 4 4 2 4
A3 0 4 4 0
  • A3 is dominated by A2 (A2 always ≥ A3).
  • B3 is dominated by B2 (B2 always ≥ B3 for A1/A2). Reduced game: | | B1 | B2 |

|-------|--------|--------| | A1| 3 | 2 | | A2| 4 | 4 |


4. Decision-Making Under Uncertainty

When probabilities are unknown, use decision criteria:

Criterion Formula When to Use Example
Maximin Choose max of the minimum payoffs Pessimistic (worst-case scenario) NTC planning for lowest possible demand.
Maximax Choose max of the maximum payoffs Optimistic (best-case scenario) Startup launching a new product.
Minimax Regret Minimize maximum opportunity loss Risk-averse, avoid mistakes Bank approving loans with default risks.
Laplace Average of all payoffs Neutral, no prior info Daraz setting baseline delivery fees.
Hurwitz Weighted avg (α=optimism, 1-α=pessimism) Balanced view Nabil Bank’s loan interest rates.

Worked Example (Minimax Regret): Payoff table:

S1 S2 S3
A 4 -2 7
B 0 6 3
C -5 9 2
  1. Regret Matrix:
    • For A: max(4,0,-5)=4 → Regrets: 0, 6, -3
    • For B: max(0,6,2)=6 → Regrets: 6, 0, 3
    • For C: max(-5,9,7)=9 → Regrets: 14, 0, 7
  2. Max Regrets: [6, 3, 14] → Minimax Regret = S2.

5. Real-World Applications in Nepal

Case 1: eSewa vs. Khalti (Digital Payments)

  • Game Type: Zero-sum (market share).
  • Strategies:
    • eSewa: Lower transaction fees, cashback.
    • Khalti: Partnerships with merchants.
  • Outcome: Mixed strategies (e.g., Khalti offers discounts during festivals to attract users).

Case 2: Pathao’s Surge Pricing

  • Game Theory: Dynamic pricing during peak hours (e.g., Dashain).
  • Model: Non-zero-sum (drivers and riders both benefit from efficient matching).
  • Strategy: Increase fares when demand > supply (like Uber’s surge pricing).

Case 3: NTC’s Network Expansion

  • Decision Criterion: Hurwitz (α=0.6 for optimism).
  • Options:
    • Expand in Kathmandu (high cost, high demand).
    • Expand in rural areas (low cost, low demand).
  • Calculation:
    • Kathmandu: (0.6×10M + 0.4×(-2M)) = 4.4M profit.
    • Rural: (0.6×3M + 0.4×1M) = 2.2M profit.
  • Choice: Kathmandu (higher expected value).

6. Game Theory in Global Companies

Company Application Game Theory Concept
Google Ads Auction-based ad pricing Sealed-bid auctions, Nash equilibrium
Amazon Dynamic pricing (e.g., Kindle books) Zero-sum with competitors
Tesla Battery supply chain negotiations Cooperative games with suppliers
McDonald’s Franchise location decisions Spatial competition models

Exam Tip: How to Score Full Marks

  1. For payoff matrices:

    • Always label rows/columns clearly (Player A/B, Strategies 1/2).
    • Show step-by-step dominance reduction (circle dominated strategies).
    • For mixed strategies, solve using linear equations (e.g., ).
  2. For decision criteria:

    • Write the formula (e.g., Hurwitz: ).
    • Calculate all options before choosing the best.
    • Justify (e.g., “Minimax regret is chosen to avoid high opportunity loss”).
  3. For case studies:

    • Map the game type (zero-sum/non-zero-sum).
    • Identify strategies and payoffs (even if hypothetical).
    • Link to real data (e.g., “NTC’s revenue dropped 10% when private dealers undercut prices”).
  4. Common Pitfalls:

    • ❌ Forgetting to reduce the game to 2×2 before solving.
    • ❌ Mislabeling rows/columns (Player A’s payoffs go first).
    • ❌ Skipping the “fairness” check for strictly determinable games.

Practice Questions (Exam-Style)

  1. Reduce and solve: Player A | B1 (2,4) | B2 (3,1) | B3 (1,5) Use dominance to find optimal strategies.

  2. Decision criteria: For the payoff table below, find the best decision using: i) Laplace criterion ii) Hurwitz (α=0.3)

    S1 S2 S3
    A 5 2 8
    B 3 7 4
  3. Case Study: Nepal Telecom (NTC) is deciding whether to launch a new 5G plan in Pokhara or Chitwan. The payoffs (in millions) are:

    • Pokhara: High demand (15), Low demand (5).
    • Chitwan: High demand (8), Low demand (10).
    • Probability of high demand: 60%. Which location should NTC choose using expected value?

Final Note: Game theory is not just math—it’s about real-world strategy. Whether it’s negotiating with suppliers (like Daraz) or optimizing routes (like Pathao), these tools help managers make data-driven decisions. Practice payoff matrices daily, and you’ll ace the exam!

Based on the TU BBM syllabus for Service operation management (ELE227), unit 7.

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