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作者：Helm, Jonathan E.; AhmadBeygi, Shervin; Van Oyen, Mark P.
作者单位：University of Michigan System; University of Michigan
摘要：Variability in hospital occupancy negatively impacts the cost and quality of patient care delivery through increased emergency department (ED) congestion, emergency blockages and diversions, elective cancelations, backlogs in ancillary services, overstaffing, and understaffing. Controlling inpatient admissions can effectively reduce variability in hospital occupancy to mitigate these problems. Currently there are two major gateways for admission to a hospital: the ED and scheduled elective adm...
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作者：Agrawal, Vijay K.; Agrawal, Vipin; Rungtusanatham, M.
作者单位：University of Nebraska System; University Nebraska Kearney; California State University System; California State University Fullerton; University of Minnesota System; University of Minnesota Twin Cities
摘要：We formally review the Author Affiliation Index (AAI) method as originally conceived by David Harless and Robert J. Reilly from the Economics Department at the Virginia Commonwealth University School of Business and as subsequently developed and interpreted by Gorman and Kanet in their 2005 article. Through this formal review, we first highlight and discuss two important informational inputs that can impact the stability of the AAI scores for journals in any given set of to-be-evaluated journa...
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作者：Kraiselburd, Santiago; Pibernik, Richard; Raman, Ananth
作者单位：INCAE Business School; European Business School (EBS) University; Harvard University
摘要：Although, ceteris paribus, reducing lead times may be desirable from an overall system perspective, an upstream party (e.g., a manufacturer) may have strong disincentives to offer shorter lead times, even if this came at no cost. We consider a setting in which the downstream party has the ability to exert a costly effort to increase demand (e.g., through sales promotions, advertising, etc.) during the selling season, and compare two situations: one where there is zero lead time (i.e., all dema...
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作者：Jain, Aditya; Seshadri, Sridhar; Sohoni, Milind
作者单位：Indian School of Business (ISB); University of Texas System; University of Texas Austin
摘要：We consider a two-echelon supply chain with a manufacturer supplying to multiple downstream retailers engaged in differentiated Cournot competition. Each retailer has private information about uncertain demand. The manufacturer is the Stackelberg leader who sets the contract terms with the retailers, and benefits from retailers sharing their private information. When all retailers are given the same wholesale price, truthful information sharing is not an equilibrium outcome. We propose two var...
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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：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：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...
