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作者：Cai, Xiaoqiang; Chen, Jian; Xiao, Yongbo; Xu, Xiaolin
作者单位：Chinese University of Hong Kong; Tsinghua University; Nanjing University
摘要：We consider a supply chain in which a distributor procures from a producer a quantity of a fresh product, which has to undergo a long-distance transportation to reach the target market. During the transportation process, the distributor has to make an appropriate effort to preserve the freshness of the product, and his success in this respect impacts on both the quality and quantity of the product delivered to the market. The distributor has to determine his order quantity, level of freshness-...
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作者：Huh, Woonghee Tim; Kachani, Soulaymane; Sadighian, Ali
作者单位：Columbia University
摘要：In this paper, we address the problem of a magazine publishing firm facing stochastic demand over multiple periods. We model the dynamics of customer subscription and retention/attrition. We identify the key decision variables to enhance magazine profitability: production quantity, subscription price, and newsstand price. First, we provide a dynamic programming formulation of the firm's problem and then propose a single-stage reduction that admits a classical newsvendor characterization. For b...
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作者：Arya, Anil; Mittendorf, Brian
作者单位：University System of Ohio; Ohio State University
摘要：The tendency to rely on accounting earnings as the primary metric of corporate performance has been subject to criticism in recent times. A key concern is that earnings misrepresent changes in value in that cash outlays occur upfront but expenses are recognized only over time. While recognized expenses indeed add up to the initial cash outflow, the equality holds only in undiscounted (nominal), not discounted (real), terms. Accordingly, corporate earnings figures suffer from a form of money il...
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作者：Buell, Ryan W.; Campbell, Dennis; Frei, Frances X.
作者单位：Harvard University
摘要：This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical analysis examines 26,924 multi-channel customers of a nationwide retail bank. We track each customer's channel usage, overall satisfaction, and retention over a 1-year period. We find that, relative to face-to-face service, custom...
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作者：Kunnumkal, Sumit; Topaloglu, Huseyin
作者单位：Indian School of Business (ISB); Cornell University
摘要：In this paper, we propose a new dynamic programming decomposition method for the network revenue management problem with customer choice behavior. The fundamental idea behind our dynamic programming decomposition method is to allocate the revenue associated with an itinerary among the different flight legs and to solve a single-leg revenue management problem for each flight leg in the airline network. The novel aspect of our approach is that it chooses the revenue allocations by solving an aux...
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作者：Merle, Aurelie; Chandon, Jean-Louis; Roux, Elyette; Alizon, Fabrice
作者单位：Grenoble Ecole Management; Aix-Marseille Universite
摘要：The operations management literature on mass customization mainly focuses on the questions of whether and how manufacturers can efficiently deliver customization. Researchers have analyzed the trade-offs between customization and dimensions of operational performance such as delivery times, quality, and costs. However, we argue that providing efficient customization is not sufficient per se to assess the value of mass customization. From this perspective, this paper focuses on complementary me...
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作者：Ton, Zeynep; Raman, Ananth
作者单位：Harvard University
摘要：We examine the effects of product variety and inventory levels on store sales. Using 4 years of data from stores of a large retailer, we show that increases in product variety and inventory levels are both associated with higher sales. We also show that increasing product variety and inventory levels has an indirect negative effect on store sales through their impact on phantom products-products that are physically present at the store, but only in storage areas where customers cannot find or ...
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作者：Panagiotidou, Sofia; Tagaras, George
作者单位：Aristotle University of Thessaloniki
摘要：This paper focuses on the close relationship between statistical process control and preventive maintenance (PM) of manufacturing equipment. The context is very general: a production process that is characterized by multiple distinct operational states and a failure state. The operational states differ in terms of operational/quality costs and/or the proneness to complete failure. The times of shift from the normal operational state to an inferior one and the times to failure are random variab...
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作者：Barth, Wolfgang; Manitz, Michael; Stolletz, Raik
作者单位：University of Cologne; Technical University of Denmark
摘要：In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office if a waiting-time limit is reached and at least one back-office agent is available. The analysis of such a system with time-dependent overflow is reduced to the analysis of a continuous-time Markov chain with state-dependent overflow probabilities. To approximate the sy...
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作者：Mehrotra, Vijay; Ozluk, Ozguer; Saltzman, Robert
作者单位：University of San Francisco; California State University System; San Francisco State University
摘要：For nearly all call centers, agent schedules are typically created several days or weeks before the time that agents report to work. After schedules are created, call center resource managers receive additional information that can affect forecasted workload and resource availability. In particular, there is significant evidence, both among practitioners and in the research literature, suggesting that actual call arrival volumes early in a scheduling period (typically an individual day or week...
