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作者：Kucukyazici, Beste; Verter, Vedat; Mayo, Nancy E.
作者单位：McGill University; Royal Victoria Hospital; McGill University
摘要：In this study, we propose a methodological framework to provide a road map to clinicians and system planners in developing chronic disease management strategies, and designing community-based care. We extend the analytical epidemiologic model by utilizing a patient flow approach, in order to model the multiple care-provider visit patterns of patients with a specific chronic illness. The patterns of care received by a group of patients are represented in compact form by means of a Markov model ...
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作者：Lapre, Michael A.
作者单位：Vanderbilt University
摘要：As service failures are inevitable, firms must be prepared to recover and learn from service failures. Yet, the majority of customers are still dissatisfied with the way firms resolve their complaints. Can learning to reduce service failures reduce customer dissatisfaction, and to what extent are such reductions sustainable? Previous research showed that organizational learning curves for customer dissatisfaction (i) follow a U-shaped function of operating experience and (ii) are heterogeneous...
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作者：Ibrahim, Rouba; Whitt, Ward
作者单位：Columbia University
摘要：Motivated by interest in making delay announcements in service systems, we study real-time delay estimators in many-server service systems, both with and without customer abandonment. Our main contribution here is to consider the realistic feature of time-varying arrival rates. We focus especially on delay estimators exploiting recent customer delay history. We show that time-varying arrival rates can introduce significant estimation bias in delay-history-based delay estimators when the system...
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作者：Wang, Yimin; Gilland, Wendell; Tomlin, Brian
作者单位：Arizona State University; Arizona State University-Tempe; University of North Carolina; University of North Carolina Chapel Hill; Dartmouth College
摘要：Trade regulations are an important driver of supply chain strategy in many industries. For example, the textile, paper, chemical, and steel industries grapple with significant levels of non-tariff barriers (NTBs) such as safeguard controls and countervailing duties. We explore three often observed supply chain strategies in industries subject to NTBs; direct procurement, split procurement, and outward processing arrangements (OPAs). We characterize the optimal procurement quantities for each o...
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作者：Narayanan, Sriram; Balasubramanian, Sridhar; Swaminathan, Jayashankar M.
作者单位：Michigan State University; Michigan State University's Broad College of Business; University of North Carolina; University of North Carolina Chapel Hill; University of North Carolina; University of North Carolina Chapel Hill
摘要：We examine the drivers of project performance and customer satisfaction in outsourced software projects using a proprietary panel dataset. The data cover 822 customer observations related to 182 unique projects executed by an India-based software services vendor. Adopting a multidisciplinary perspective, we investigate how project planning, team stability, and communication effectiveness impact project performance and customer satisfaction. We delineate the direct and interactive influences of...
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作者：Dobson, Gregory; Hasija, Sameer; Pinker, Edieal J.
作者单位：University of Rochester; INSEAD Business School
摘要：This paper examines the effect of the common practice of reserving slots for urgent patients in a primary health care practice on two service quality measures: the average number of urgent patients that are not handled during normal hours (either handled as overtime, referred to other physicians, or referred to the emergency room) and the average queue of non-urgent or routine patients. We formulate a stochastic model of appointment scheduling in a primary care practice. We conduct numerical e...
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作者：Martinez-de-Albeniz, Victor; Roels, Guillaume
作者单位：University of Navarra; IESE Business School; University of California System; University of California Los Angeles
摘要：In recent years, the competition for shelf space has intensified, as more products now compete for a retail space that has remained roughly constant. In this paper, we analyze the dynamics of this competition in a multi-supplier retail point. Assuming that sales are shelf space dependent, we consider a retailer that optimizes its shelf space allocation among different products based on their sales level and profit margins. In this context, product manufacturers set their wholesale prices so as...
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作者：Oezer, Oezalp; Raz, Gal
作者单位：University of Texas System; University of Texas Dallas; University of Virginia
摘要：We study a supply chain with two suppliers competing over a contract to supply components to a manufacturer. One of the suppliers is a big company for whom the manufacturer's business constitutes a small part of his business. The other supplier is a small company for whom the manufacturer's business constitutes a large portion of his business. We analyze the problem from the perspective of the big supplier and address the following questions: What is the optimal contracting strategy that the b...
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作者：Toktay, L. Beril; Wei, Donna
作者单位：University System of Georgia; Georgia Institute of Technology
摘要：For firms remanufacturing their products, the total life-cycle costs and revenues from new and remanufactured products determine their profitability. In many firms, manufacturing/sales and remanufacturing/remarketing operations are carried out in different divisions. Each division is responsible for only part of the product's life cycle. Practices regarding transfer pricing across divisions vary significantly among companies, affecting the life-cycle profit performance of the product. In this ...
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作者：Bhaskaran, Sreekumar R.; Ramachandran, Karthik
作者单位：Southern Methodist University
摘要：Managing development decisions for new products based on dynamically evolving technologies is a complex task, especially in highly competitive industries. Product managers often have to choose between introducing an incrementally better, safe new product early and a superior, yet highly risky, product later. Recommendations for managing such performance vs. time-to-market trade-offs often ignore competitive reactions to development decisions. In this paper, we study how a firm could incorporat...
