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作者：Jouini, Oualid; Aksin, Zeynep; Dallery, Yves
作者单位：Universite Paris Saclay; Koc University
摘要：In this paper, we analyze a call center with impatient customers. We study how informing customers about their anticipated delays affects performance. Customers react by balking upon hearing the delay announcement and may subsequently renege, particularly if the realized waiting time exceeds the delay that has originally been announced to them. The balking and reneging from such a system are a function of the delay announcement. Modeling the call center as an M/M/s+M queue with endogenized cus...
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作者：Allon, Gad; Federgruen, Awi; Pierson, Margaret
作者单位：Northwestern University; Columbia University; Harvard University
摘要：In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical study of an important industry to measure to what extent waiting time performance impacts different firms' market shares and price decisions. We report on a large-scale empirical industrial organization study in which the demand equ...
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作者：Li, Hongmin; Huh, Woonghee Tim
作者单位：Arizona State University; Arizona State University-Tempe; University of British Columbia
摘要：We consider the problem of pricing multiple differentiated products with the nested logit model and, as a special case, the multinomial logit model. We prove that concavity of the total profit function with respect to market share holds even when price sensitivity may vary with products. We use this result to analytically compare the optimal monopoly solution to oligopolistic equilibrium solutions. To demonstrate further applications of the concavity result, we consider several multiperiod dyn...
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作者：Wu, Zhengping; Zhu, Wanshan; Crama, Pascale
作者单位：Singapore Management University
摘要：We study a modified newsvendor model in which the newsvendor obtains a revenue from sales to end users as well as from an advertiser paying to obtain access to those end users. We study the optimal decisions for both a price-taking and a price-setting newsvendor when the advertiser has private information about its willingness to pay for advertisements. We find that the newsvendor's optimal policy excludes advertisers with low willingness to pay and distorts the price and quantity from its sys...
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作者：Huckman, Robert S.; Staats, Bradley R.
作者单位：Harvard University; University of North Carolina; University of North Carolina Chapel Hill
摘要：In this paper, we consider how the structures of tasks and teams interact to affect team performance. We study the effects of diversity in experience on a team's ability to respond to task changes by separately examining interpersonal team diversity (i.e., differences in experience across the entire team) and intrapersonal team diversity (i.e., whether individuals on the team are more or less specialized). We also examine whether team familiarity-team members' prior experience working with one...
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作者：Kumar, Anuj; Telang, Rahul
作者单位：Carnegie Mellon University
摘要：We conduct a field study in a U. S. health insurance firm to examine how product customization affects the firm's cost to serve customers through its call center. In our setting, the product is a complex health insurance plan. The firm incurs substantial costs in serving the customers through its call center and in adjudicating the claims using its information systems. The firm sells either standard plans or in some instances allows customer groups to customize their plans by adding and modify...
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作者：Shao, Jing; Krishnan, Harish; McCormick, S. Thomas
作者单位：University of British Columbia
摘要：We examine transshipment incentives in a decentralized supply chain where a monopolist distributes a product through independent retailers. A key insight is that the transshipment price determines whether the firms benefit from, or are hurt by, transshipment. In particular, we show that the manufacturer prefers to set the transshipment price as high as possible, whereas retailers prefer a lower transshipment price. Given the important role of the transshipment price in determining the benefits...
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作者：Wang, Wen-Ya; Gupta, Diwakar
作者单位：University of Minnesota System; University of Minnesota Twin Cities
摘要：Patients' satisfaction with an appointment system when they attempt to book a nonurgent appointment is affected by their ability to book with a doctor of choice and to book an appointment at a convenient time of day. For medical conditions requiring urgent attention, patients want quick access to a familiar physician. For such instances, it is important for clinics to have open slots that allow same-day (urgent) access. A major challenge when designing outpatient appointment systems is the dif...
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作者：Kazaz, Burak; Webster, Scott
作者单位：Syracuse University
摘要：This paper studies the role of the yield-dependent trading cost structure influencing the optimal choice of the selling price and production quantity for a firm that operates under supply uncertainty in the agricultural industry. The firm initially leases farm space, but its realized amount of fruit supply fluctuates because of weather conditions, diseases, etc. At the end of the growing season, the firm has three options: convert its crop supply to the final product, purchase additional suppl...
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作者：Veeraraghavan, Senthil K.; Debo, Laurens G.
作者单位：University of Pennsylvania; University of Chicago
摘要：We study how consumers with waiting cost disutility choose between two congested services of unknown service value. Consumers observe an imperfect private signal indicating which service facility may provide better service value as well as the queue lengths at the service facilities before making their choice. If more consumers choose the same service facility because of their private information, longer queues will form at that facility and indicate higher quality. On the other hand, a long q...
