An Invitation Control Policy for Proactive Service Systems: Balancing Efficiency, Value, and Service Level

Published Online:https://doi.org/10.1287/msom.2019.0852

References

  • Afèche P , Araghi M , Baron O (2017) Customer acquisition, retention, and service access quality: Optimal advertising, capacity level, and capacity allocation. Manufacturing Service Oper. Management 19(4):674–691.LinkGoogle Scholar
  • Armony M , Shimkin N , Whitt W (2009) The impact of delay announcements in many-server queues with abandonment. Oper. Res. 57(1):66–81.LinkGoogle Scholar
  • Atar R , Giat C , Shimkin N (2010) The c μ/θ rule for many-server queues with abandonment. Oper. Res. 58(5):1427–1439.LinkGoogle Scholar
  • Atar R , Kaspi H , Shimkin N (2013) Fluid limits for many-server systems with reneging under a priority policy. Math. Oper. Res. 39(3):672–696.LinkGoogle Scholar
  • Atar R , Mandelbaum A , Reiman MI (2004) Scheduling a multi class queue with many exponential servers: Asymptotic optimality in heavy traffic. Ann. Appl. Probab. 14(3):1084–1134.CrossrefGoogle Scholar
  • Bassamboo A , Randhawa RS (2016) Scheduling homogeneous impatient customers. Management Sci. 62(7):2129–2147.LinkGoogle Scholar
  • Bernardo M , Budd C , Champneys AR , Kowalczyk P (2008) Piecewise-Smooth Dynamical Systems: Theory and Applications (Springer-Verlag, London).Google Scholar
  • Chan CW , Yom-Tov GB , Escobar G (2014) When to use speedup: An examination of service systems with returns. Oper. Res. 62(2):462–482.LinkGoogle Scholar
  • Cui L , Tezcan T (2016) Approximations for chat service systems using many-server diffusion limits. Math. Oper. Res. 41(3):775–807.LinkGoogle Scholar
  • Dong J , Feldman P , Yom-Tov GB (2015) Service systems with slowdowns: Potential failures and proposed solutions. Oper. Res. 63(2):305–324.LinkGoogle Scholar
  • Filippov AF (1988) Differential equations with discontinuous righthand sides. Arscott F , ed. Mathematics and Its Applications (Soviet Series) (Kluwer, Dordrecht, Netherlands).CrossrefGoogle Scholar
  • Green L , Kolesar P , Whitt W (2007) Coping with time-varying demand when setting staffing requirements for a service system. Production Oper. Management 16(1):13–39.CrossrefGoogle Scholar
  • Gurvich I , Armony M , Maglaras C (2009) Cross-selling in a call center with a heterogeneous customer population. Oper. Res. 57(2):299–313.LinkGoogle Scholar
  • Jacobson EU , Argon NT , Ziya S (2012) Priority assignment in emergency response. Oper. Res. 60(4):813–832.LinkGoogle Scholar
  • Karush W (1939) Minima of functions of several variables with inequalities as side constraints. Master’s thesis, University of Chicago, Chicago.Google Scholar
  • Koçağa YL , Ward AR (2010) Admission control for a multi-server queue with abandonment. Queueing Systems 65(3):275–323.CrossrefGoogle Scholar
  • Koole G , Pot A (2011) Technical note—A note on profit maximization and monotonicity for inbound call centers. Oper. Res. 59(5):1304–1308.LinkGoogle Scholar
  • Kuhn HW , Tucker AW (1951) Nonlinear programming. Neyman J, ed. Proc. 2nd Berkeley Sympos. Math. Statist. Probab. (University of California Press, Berkeley), 481–492 Google Scholar
  • Kumar S , Randhawa R (2010) Exploiting market size in service systems. Manufacturing Service Oper. Management 12(3):511–526.LinkGoogle Scholar
  • Legros B , Jouini O (2019) On the scheduling of operations in a chat contact center. Eur. J. Oper. Res. 274(1):303–316.CrossrefGoogle Scholar
  • Little JDC (1961) A proof for the queuing formula: L =λW. Oper. Res. 9(3):383–387.LinkGoogle Scholar
  • Luo J , Zhang J (2013) Staffing and control of instant messaging contact centers. Oper. Res. 61(2):328–343.LinkGoogle Scholar
  • Maglaras C , Yao J , Zeevi A (2018) Optimal price and delay differentiation in large-scale queueing systems. Management Sci. 64(5):1975–2471.LinkGoogle Scholar
  • Mandelbaum A , Zeltyn S (2007) Service engineering in action: The palm/erlang-a queue, with applications to call centers. Spath D , Fähnrich KP , eds. Advances in Services Innovations (Springer, Berlin, Heidelberg), 17–48.CrossrefGoogle Scholar
  • Miller BL (1969) A queueing reward system with several customer classes. Management Sci. 16(3):234–245.LinkGoogle Scholar
  • Olsen TL , Parker RP (2008) Inventory management under market size dynamics. Management Sci. 54(10):1805–1821.LinkGoogle Scholar
  • Perry O , Whitt W (2011) A fluid approximation for service systems responding to unexpected overloads. Oper. Res. 59(5):1159–1170.LinkGoogle Scholar
  • Rafaeli A , Altman D , Gremler DD , Huang MH , Grewal D , Iyer B , Parasuraman A , de Ruyter K (2017) The future of frontline research: Invited commentaries. J. Service Res. 20(1):91–99.CrossrefGoogle Scholar
  • Sanders J , Borst S , Janssen A , van Leeuwaarden J (2017) Optimal admission control for many-server systems with QED-driven revenues. Stochastic Systems 7(2):315–341.LinkGoogle Scholar
  • Sethi S , Zhang Q (1995) Multilevel hierarchical decision making in stochastic marketing-production systems. SIAM J. Control Optim. 33(2):528–553.CrossrefGoogle Scholar
  • Shadmi E , Flaks-Manov N , Hoshen M , Goldman O , Bitterman H , Balicer RD (2015) Predicting 30-day readmissions with preadmission electronic health record data. Medical Care 53(3):283–289.CrossrefGoogle Scholar
  • Shadmi E , Zeltzer D , Flaks-Manov N , Einav L , Balicer R (2017) Reducing readmission rates: Evidence from large intervention in Israel. Engelbrecht R , Balicer R , Hercigonja-Szekeres M , eds. The Practice of Patient Centered Care: Empowering and Engaging Patients in the Digital Era (IOS Press, Amsterdam), 109–110.Google Scholar
  • Tezcan T , Zhang J (2014) Routing and staffing in customer service chat systems with impatient customers. Oper. Res. 62(4):943–956.LinkGoogle Scholar
  • Ward AR , Kumar S (2008) Asymptotically optimal admission control of a queue with impatient customers. Math. Oper. Res. 33(1):167–202.LinkGoogle Scholar
  • Weerasinghe A , Mandelbaum A (2013) Abandonment vs. blocking in many-server queues: asymptotic optimality in the QED regime. Queueing Systems 75(2–4):279–337.CrossrefGoogle Scholar
  • Wolff RW (1982) Poisson arrivals see time averages. Oper. Res. 30(2):223–231.LinkGoogle Scholar
  • Yom-Tov GB , Ashtar S , Altman D , Natapov M , Barkay N , Westphal M , Rafaeli A (2018) Customer sentiment in web-based service interactions: Automated analyses and new insights. WWW ’18 Companion: The 2018 Web Conference Companion (ACM, New York), 1689–1697.Google Scholar
  • Yom-Tov GB , Chan CW (2018) Balancing admission control, speedup, and waiting in service systems. Working paper, Technion—Israel Institute of Technology, Haifa, Israel.Google Scholar
  • Yoon S , Lewis ME (2004) Optimal pricing and admission control in a queueing system with periodically varying parameters. Queueing Systems 47(3):177–199.CrossrefGoogle Scholar
  • Zayas-Cabán G , Lewis ME (2020) Admission control in a two-class loss system with periodically varying parameters and abandonments. Queueing Systems 94(1):175–210.Google Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.