Expanding Service Capabilities Through an On-Demand Workforce

Published Online:https://doi.org/10.1287/opre.2021.0651

References

  • Aksin Z, Armony M, Mehrotra V (2007) The modern call center: A multi-disciplinary perspective on operations management research. Production Oper. Management 16(6):665–688.CrossrefGoogle Scholar
  • Armony M, Ward AR (2010) Fair dynamic routing in large-scale heterogeneous-server systems. Oper. Res. 58(3):624–637.LinkGoogle Scholar
  • Ata B, Shneorson S (2006) Dynamic control of an M/M/1 service system with adjustable arrival and service rates. Management Sci. 52(11):1778–1791.LinkGoogle Scholar
  • Ata B, Tongarlak MH (2013) On scheduling a multiclass queue with abandonments under general delay costs. Queueing Syst. 74(1):65–104.CrossrefGoogle Scholar
  • Ata B, Harrison J, Shepp L (2005) Drift rate control of a Brownian processing system. Ann. Appl. Probab. 15(2):1145–1160.CrossrefGoogle Scholar
  • Ata B, Lee D, Sönmez E (2019) Dynamic volunteer staffing in multicrop gleaning operations. Oper. Res. 67(2):295–314.AbstractGoogle Scholar
  • Atar R, Lev-Ari A (2018) Workload-dependent dynamic priority for the multiclass queue with reneging. Math. Oper. Res. 43(2):494–515.LinkGoogle Scholar
  • Atar R, Giat C, Shimkin N (2010) The cμ/θ rule for many-server queues with abandonment. Oper. Res. 58(5):1427–1439.LinkGoogle Scholar
  • Atar R, Giat C, Shimkin N (2011) On the asymptotic optimality of the cμ/θ rule under ergodic cost. Queueing Syst. 67(2):127–144.CrossrefGoogle 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 (2010) On the accuracy of fluid models for capacity sizing in queueing systems with impatient customers. Oper. Res. 58(5):1398–1413.LinkGoogle Scholar
  • Bassamboo A, Randhawa RS, Zeevi A (2010) Capacity sizing under parameter uncertainty: Safety staffing principles revisited. Management Sci. 56(10):1668–1686.LinkGoogle Scholar
  • Borst S, Mandelbaum A, Reiman MI (2004) Dimensioning large call centers. Oper. Res. 52(1):17–34.LinkGoogle Scholar
  • Chernoff H, Petkau AJ (1978) Optimal control of a Brownian motion. SIAM J. Appl. Math. 34(4):717–731.CrossrefGoogle Scholar
  • Dong J, Ibrahim R (2020) Managing supply in the on-demand economy: Flexible workers, full-time employees, or both? Oper. Res. 68(4):1238–1264.LinkGoogle Scholar
  • Duckworth K, Zervos M (2001) A model for investment decisions with switching costs. Ann. Appl. Probab. 11(1):239–260.CrossrefGoogle Scholar
  • Gans N, Koole G, Mandelbaum A (2003) Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management 5(2):79–141.LinkGoogle Scholar
  • Gao X, Huang J (2022) Optimal control of make-to-stock systems. https://hjfcuhk.github.io/papers/BCP.pdf.Google Scholar
  • Garnett O, Mandelbaum A, Reiman M (2002) Designing a call center with impatient customers. Manufacturing Service Oper. Management 4(3):208–227.LinkGoogle Scholar
  • Ghosh AP, Weerasinghe AP (2010) Optimal buffer size and dynamic rate control for a queueing system with impatient customers in heavy traffic. Stochastic Processes Their Appl. 120(11):2103–2141.CrossrefGoogle Scholar
  • Gurvich I, Armony M, Mandelbaum A (2008) Service-level differentiation in call centers with fully flexible servers. Management Sci. 54(2):279–294.LinkGoogle Scholar
  • Gurvich I, Lariviere M, Moreno A (2019) Operations in the on-demand economy: Staffing services with self-scheduling capacity. Sharing Economy: Making Supply Meet Demand (Springer), 249–278.CrossrefGoogle Scholar
  • Halfin S, Whitt W (1981) Heavy-traffic limits for queues with many exponential servers. Oper. Res. 29(3):567–588.LinkGoogle Scholar
  • Harrison JM (1988) Brownian Models of Queueing Networks with Heterogeneous Customer Populations. Stochastic Differential Systems, Stochastic Control Theory and Applications (Springer), 147–186.CrossrefGoogle Scholar
  • Harrison JM, Zeevi A (2004) Dynamic scheduling of a multiclass queue in the Halfin-Whitt heavy traffic regime. Oper. Res. 52(2):243–257.LinkGoogle Scholar
  • Harrison JM, Zeevi A (2005) A method for staffing large call centers based on stochastic fluid models. Manufacturing Service Oper. Management 7(1):20–36.LinkGoogle Scholar
  • Hu Y, Chan CW, Dong J (2021) Prediction-driven surge planning with application in the emergency department. Management Sci. Forthcoming.Google Scholar
  • Huang J, Gurvich I (2018) Beyond heavy-traffic regimes: Universal bounds and controls for the single-server queue. Oper. Res. 66(4):1168–1188.LinkGoogle Scholar
  • Huang J, Zhang H, Zhang J (2016) A unified approach to diffusion analysis of queues with general patience-time distributions. Math. Oper. Res. 41(3):1135–1160.LinkGoogle Scholar
  • Ibrahim R (2018) Managing queueing systems where capacity is random and customers are impatient. Production Oper. Management 27(2):234–250.CrossrefGoogle Scholar
  • Kim J, Randhawa RS (2018) The value of dynamic pricing in large queueing systems. Oper. Res. 66(2):409–425.LinkGoogle Scholar
  • Kim J, Randhawa RS, Ward AR (2018) Dynamic scheduling in a many-server, multiclass system: The role of customer impatience in large systems. Manufacturing Service Oper. Management 20(2):285–301.LinkGoogle Scholar
  • Liu Y, Whitt W (2012) Stabilizing customer abandonment in many-server queues with time-varying arrivals. Oper. Res. 60(6):1551–1564.LinkGoogle Scholar
  • Lobel I, Martin S, Song H (2023) Employees vs. contractors: An operational perspective. Management Sci. Forthcoming.Google Scholar
  • Long Z, Shimkin N, Zhang H, Zhang J (2020) Dynamic scheduling of multiclass many-server queues with abandonment: The generalized cμ/h rule. Oper. Res. 68(4):1218–1230.LinkGoogle Scholar
  • Low DW (1974) Optimal dynamic pricing policies for an M/M/s queue. Oper. Res. 22(3):545–561.LinkGoogle Scholar
  • Ly Vath V, Pham H (2007) Explicit solution to an optimal switching problem in the two-regime case. SIAM J. Control Optim. 46(2):395–426.CrossrefGoogle Scholar
  • Mandelbaum A, Zeltyn S (2009) Staffing many-server queues with impatient customers: Constraint satisfaction in call centers. Oper. Res. 57(5):1189–1205.LinkGoogle Scholar
  • Mitzenmacher M (2001) The power of two choices in randomized load balancing. IEEE Trans. Parallel Distrib. Syst. 12(10):1094–1104.CrossrefGoogle Scholar
  • Protter PE (2005) Stochastic Differential Equations (Springer).Google Scholar
  • Reed J, Tezcan T (2012) Hazard rate scaling of the abandonment distribution for the GI/M/n+ GI queue in heavy traffic. Oper. Res. 60(4):981–995.LinkGoogle Scholar
  • Slaugh VW, Scheller-Wolf AA, Tayur SR (2018) Consistent staffing for long-term care through on-call pools. Production Oper. Management 27(12):2144–2161.CrossrefGoogle Scholar
  • TalentCom (2023) Call Center Agent average salary in the USA. Accessed March 3, 2023, https://www.talent.com/salary?job=call+center+agent.Google Scholar
  • Tezcan T, Dai J (2010) Dynamic control of n-systems with many servers: Asymptotic optimality of a static priority policy in heavy traffic. Oper. Res. 58(1):94–110.LinkGoogle Scholar
  • Vande Vate JH (2021) Average cost Brownian drift control with proportional changeover costs. Stochastic Systems 11(13):218–263.LinkGoogle Scholar
  • Ward AR (2012) Asymptotic analysis of queueing systems with reneging: A survey of results for FIFO, single class models. Surv. Oper. Res. Management Sci. 17(1):1–14.CrossrefGoogle Scholar
  • Weerasinghe A (2015) Optimal service rate perturbations of many server queues in heavy traffic. Queueing Systems 79(3):321–363.CrossrefGoogle Scholar
  • Whitt W (2006) Staffing a call center with uncertain arrival rate and absenteeism. Production Oper. Management 15(1):88–102.CrossrefGoogle Scholar
  • Wu J, Chao X (2014) Optimal control of a Brownian production/inventory system with average cost criterion. Math. Oper. Res. 39(1):163–189.LinkGoogle 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
  • Zeltyn S, Mandelbaum A (2005) Call centers with impatient customers: Many-server asymptotics of the M/M/n+ G queue. Queueing Systems 51(3):361–402.CrossrefGoogle Scholar
  • Zervos M, Johnson TC, Alazemi F (2013) Buy-low and sell-high investment strategies. Math. Finance 23(3):560–578.CrossrefGoogle 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.