This study examines a matching queue problem (double-sided matching queue) where customers are loss-averse with respect to their waiting times. We first set the reference point and construct the loss-averse customers' utility function, then we investigate the customers' strategic behaviour regarding their joining or balking dilemma, with reference to the information unavailable. Next, we derive the service providers' optimal pricing and capacity-sizing decisions. We find that compared to the fully rational customers, the loss-averse behaviour could reduce the joining probability of customers and drive down the service price. Furthermore, the profit function of the service providers could be a unimodal function of the servers queue capacity size, with the servers' optimal queue capacity size increasing with the increase in the degree of the customers' loss aversion. Moreover, different potential market sizes may lead to different values of the profit, that is, under different levels of the customers' arrival rate, the service providers should make a reasonable and timely adjustment for the servers queue capacity size to guarantee their profits.

本研究考察了一个匹配队列问题（双面匹配队列），其中客户在等待时间方面是厌恶损失的。我们首先设置参考点并构建损失厌恶客户的效用函数，然后我们参考不可用的信息调查客户在加入或退缩困境中的战略行为。接下来，我们推导出服务提供商的最优定价和容量大小决策。我们发现，与完全理性的客户相比，损失厌恶行为可以降低客户的加入概率并压低服务价格。此外，服务提供商的利润函数可能是服务器队列容量大小的单峰函数，服务器的 最优队列容量大小随着客户损失厌恶程度的增加而增加。而且，不同的潜在市场规模可能会导致不同的利润值，即在不同的客户到达率水平下，服务提供商应该对服务器队列容量大小进行合理及时的调整，以保证他们的利润。