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作者：Queenan, Carrie Crystal; Ferguson, Mark; Higbie, Jon; Kapoor, Rohit
作者单位：University of Notre Dame; University System of Georgia; Georgia Institute of Technology; Capital One Financial Corporation
摘要：A successful revenue management system requires accurate demand forecasts for each customer segment. The forecasts are used to set booking limits for lower value customers to ensure an adequate supply for higher value customers. The very use of booking limits, however, constrains the historical demand data needed for an accurate forecast. Ignoring this interaction leads to substantial penalties in a firm's potential revenues. We review existing unconstraining methods and propose a new method t...
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作者：Smith, Jeffery S.; Karwan, Kirk R.; Markland, Robert E.
作者单位：State University System of Florida; Florida State University; University of South Carolina System; University of South Carolina Columbia
摘要：We present an empirical assessment of the productivity of individuals and institutions in terms of service operations management (SOM) research. We reviewed five mainstream operations management journals over a 17-year time period to generate a sample of 463 articles related to service operations. The results indicate that SOM research has been growing and key contributions are being made by an array of researchers and institutions.
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作者：Subramanian, Ravi; Gupta, Sudheer; Talbot, Brian
作者单位：University System of Georgia; Georgia Institute of Technology; Simon Fraser University; University of Michigan System; University of Michigan
摘要：We characterize the trade-offs among firms' compliance strategies in a market-based program where a regulator interested in controlling emissions from a given set of sources auctions off a fixed number of emissions permits. We model a three-stage game in which firms invest in emissions abatement, participate in a share auction for permits, and produce output. We develop a methodology for a profit-maximizing firm to derive its marginal value function for permits and translate this value functio...
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作者：Aksin, Zeynep; Armony, Mor; Mehrotra, Vijay
作者单位：Koc University; New York University; California State University System; San Francisco State University
摘要：Call centers are an increasingly important part of today's business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many different industries. Call centers have been a fertile area for operations management researchers in several domains, including forecasting, capacity planning, queueing, and personnel scheduling. In addition, as telecommunications and information technology have advanced over the past several years, the opera...
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作者：Bardhan, Indranil; Mithase, Sunil; Lin, Shu
作者单位：University of Texas System; University of Texas Dallas; University System of Maryland; University of Maryland College Park; California State University System; California State University Fresno
摘要：This paper develops a conceptual model to study the role of outsourcing strategies and plant-level information technology (IT) application infrastructure in the outsourcing of production and support business processes, as well as their subsequent impact on overall plant performance. We validate this model empirically using cross-sectional survey data from U.S. manufacturing plants. We find that some IT applications are more effective at enabling the outsourcing of business processes than other...
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作者：Xia, Cathy H.; Dube, Parijat
作者单位：International Business Machines (IBM); IBM USA
摘要：High volatility of the e-services market, due to increasing competition, low life cycle of products, and easy availability of information about competing service offerings to customers, makes the demand for service offerings quite uncertain. Revenue management in such markets calls for real-time techniques to learn the demand and its dependence on both the price and the service level associated with the service offering. We assume firms reply on exploratory approaches for demand estimation, in...
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作者：Shen, Zuo-Jun Max; Su, Xuanming
作者单位：University of California System; University of California Berkeley; University of California System; University of California Berkeley
摘要：Customer behavior modeling has been gaining increasing attention in the operations management community. In this paper we review current models of customer behavior in the revenue management and auction literatures and suggest several future research directions.
