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作者：Byers, Reynold E.; So, Kut C.
作者单位：University of California System; University of California Irvine
摘要：Cross-selling in telephone service centers is seen by industry as a useful means to generate profits from an existing customer base. Introducing cross-sales to a service center, however, needs to be properly managed as it could degrade customer service quality. Real-time customer and system information can be used to set the appropriate control policy for cross-sales to enhance profitability without causing undesirable service degradation for calling customers. The objective of this paper is t...
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作者：Dada, Maqbool; Petruzzi, Nicholas C.; Schwarz, Leroy B.
作者单位：Purdue University System; Purdue University; University of Illinois System; University of Illinois Urbana-Champaign
摘要：We consider the problem of a newsvendor that is served by multiple suppliers, where any given supplier is defined to be either perfectly reliable or unreliable. By perfectly reliable we mean a supplier that delivers an amount identically equal to the amount desired, as is the case in the most basic variant of the newsvendor problem. By unreliable, we mean a supplier that with some probability delivers an amount strictly less than the amount desired. Our results indicate the following effects o...
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作者：Gans, Noah; Zhou, Yong-Pin
作者单位：University of Pennsylvania; University of Washington; University of Washington Seattle
摘要：Companies may choose to outsource parts, but not all, of their call-center operations. In some cases, they classify customers as high or low value, serving the former with their in-house operations and routing the latter to an outsourcer. Typically, they impose service-level constraints on the time each type of customer waits on hold. This paper considers four schemes for routing low-value calls between the client company and the outsourcer. These schemes vary in the complexity of their routin...
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作者：Green, Linda V.; Soares, Joao
作者单位：Columbia University; Universidade de Coimbra
摘要：In this note we present algorithms that compute, exactly or approximately, time-dependent waiting time tail probabilities and the time-dependent expected waiting time in M(t)/M/s(t) queuing systems.
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作者：Liberopoulos, George; Kozanidis, George; Tsarouhas, Panagiotis
作者单位：University of Thessaly
摘要：We develop a model of a failure-prone, bufferless, paced, automatic transfer line in which material flows through a number of workstations in series, receiving continuous processing along each workstation. When a workstation fails, it stops operating, and so do all the other workstations upstream of it. The quality of the material trapped in the stopped workstations deteriorates with time. If this material remains immobilized beyond a certain critical time, its quality becomes unacceptable and...
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作者：Liu, Liming; Shang, Weixin; Wu, Shaohua
作者单位：Hong Kong Polytechnic University; Hong Kong University of Science & Technology
摘要：When two firms compete for service-sensitive demands based on their product availability, their actions will affect the future market share reallocation. This problem was first studied by Hall and Porteus (2000) using a dynamic game model. We extend their work by incorporating a general demand model, which enables us to obtain properties that reveal the dynamics of the game and the behavior of the players. In particular, we provide conditions under which the market share of a firm has a positi...
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作者：Taylor, Terry A.; Plambeck, Erica L.
作者单位：Columbia University; Dartmouth College
摘要：Because of long lead times associated with product development and building capacity a supplier must initiate investment in capacity when the product development effort is ongoing. Because the product is ill defined at this point in time, the buyer is unable to commit to the future terms of trade through a court-enforceable contract. Instead, to provide incentives for capacity investment, the buyer informally promises future terms of trade. The prospect of future interaction creates an incenti...
