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作者：Kuo, Yong-Hong; Leung, Janny M. Y.; Yano, Candace A.
作者单位：Macau University of Science & Technology; Chinese University of Hong Kong; University of California System; University of California Berkeley; University of California System; University of California Berkeley
摘要：We address the problem of assigning airline customer service agents (CSAs) to tasks related to departing flights, such as selling tickets and collecting boarding cards, at an international terminal of a large airport. The airline specifies minimum and target levels of staff and required (or desired) types and levels of skills for each location in each time period. The assignment problem is complicated by staff heterogeneity, time required for moves between locations, and lunch and rest-break r...
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作者：Wang, Yulan; Niu, Baozhuang; Guo, Pengfei
作者单位：Hong Kong Polytechnic University; Sun Yat Sen University
摘要：In a three-tier supply chain comprising an original equipment manufacturer (OEM), a contract manufacturer (CM), and a supplier, there exist two typical outsourcing structures: control and delegation. Under the control structure, the OEM contracts with the CM and the supplier respectively. Under the delegation structure, the OEM contracts with the CM only and the CM subcontracts with the supplier. We compare the two outsourcing structures under a push contract (whereby orders are placed before ...
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作者：Gallego, Guillermo; Wang, Ruxian; Ward, Julie; Hu, Ming; Beltran, Jose Luis
作者单位：Columbia University; Johns Hopkins University; Hewlett-Packard; University of Toronto
摘要：Frequent technological innovations and price declines adversely affect sales of extended warranties (EWs) as product replacement upon failure becomes an increasingly attractive alternative. To increase sales and profitability, we propose offering flexible-duration EWs. These warranties can appeal to customers who are uncertain about how long they will keep the product as well as to customers who are uncertain about the product's reliability. Flexibility may be added to existing services in the...
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作者：Easton, Fred F.
作者单位：Syracuse University
摘要：Although cross-trained workers offer numerous operational advantages for extended-hour service businesses, they must first be scheduled for duty. The outcome from those decisions, usually made a week or more in advance, varies with realized service demand, worker attendance, and the way available cross-trained workers are deployed once the demands for service are known. By ignoring the joint variability of attendance and demand, we show that existing workforce scheduling models tend to oversta...
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作者：Tong, Chunyang; Rajagopalan, Sampath
作者单位：Shanghai University of Finance & Economics; University of Southern California
摘要：In many services, for example, website or landscape design, the value or quality derived by a customer depends upon the service time, and this valuation differs across customers. Customers procure the service based on the expected value to be delivered, prices charged, and the timeliness of service. We investigate the performance of the optimal pricing scheme as well as two commonly used pricing schemes (fixed fee and time-based pricing) for such services on important dimensions such as revenu...
