PROD: Analytical (Service) (Topic)最新文献

{"title":"Literature Survey and Research Agenda of Entry Level Competencies for Private Banking Jobs","authors":"Varun Shenoy, P. Aithal","doi":"10.47992/ijcsbe.2581.6942.0088","DOIUrl":"https://doi.org/10.47992/ijcsbe.2581.6942.0088","url":null,"abstract":"Skills are a set of capabilities and behaviours that are necessary for performing a job or task. For every profession aspiring graduate fresh out of college, possessing employability skills is an essential part of being able to meet the challenges of career sustenance in a competitive world. Private Sector banks are also among one of the popular choices for a white collar and high paying jobs among graduates fresh out of campuses. Therefore, the objective of this study is to examine and evaluate the different research studies published on essential skills and competencies necessitated for performing various banking tasks and jobs, especially at the private sector. In this paper, the resultant outcomes based on literature investigation are discussed in detail through a systematic review. The research gap and research agenda for further study are identified and analysed using SWOT and ABCD frameworks. Accordingly, the outcomes post the literature investigation is evaluated by making suggestions to develop a systematic research project relevant to the private sector banking industry job skills and employability.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"327 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-10-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114004854","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Managing Customer Search via Bundling","authors":"Chenguang (Allen) Wu, Chen Jin, Ying‐ju Chen","doi":"10.2139/ssrn.3692871","DOIUrl":"https://doi.org/10.2139/ssrn.3692871","url":null,"abstract":"Problem definition: Product bundling has been a pervasive marketing strategy, and its success has been largely attributed to its strength in reducing customers’ valuation dispersion. Less is known about the efficacy of bundling in settings where customers are less sure about their valuations for a product, especially when that product is newly launched or has an experience nature, and can conduct costly search to learn the product content and discover their true valuations. In this paper, we investigate the interplay between product bundling and customer search and its implications for a monopolist’s optimal pricing strategy. Academic/practical relevance: The existing search theory has focused on decision making that selects the best among multiple alternatives, with costly search being mandatory for the acquisition of each alternative. In this paper, we introduce a framework of multiproduct demands and nonobligatory search, where customers demanding multiple products strategically decide whether to conduct costly search to resolve valuation uncertainty, while reserving the right to purchase these products without having to search them first. Methodology: We apply a nonobligatory search framework to study two different markets: (1) a market of one mature and one new product, in which valuation uncertainty exists for the new product only; and (2) a market of two new products, in which valuation uncertainty exists for both products. The firm fully anticipates the customers’ search behaviors, determines whether to bundle these products or unbundle them, and optimally sets prices. Results: We show that bundling cultivates search in a market of one mature and one new product, but inhibits search in a market of two new products. This contrast emerges as a result of market structures: Bundling reduces the appeal of search by making the search decisions sequential and path-dependent in the latter market, but is less effective in doing so due to the existing heterogeneity in the former market. Our results thus point to an intricate interplay between customer search, market heterogeneity, and prices and their joint impact on the monopolist’s optimal bundling strategy. We also study mixed bundling and show that its economic benefits only carry through when customers’ search cost is not too large. In this case, mixed bundling can lead to considerable revenue improvement in a market of one mature and one new product, but only tiny revenue improvement in a market of two new products. We also study the joint management of product return and product bundling and show that a positive refund should generally be offered for returned products to stimulate customers’ no-search purchase. Managerial implications: Our paper provides guidance for firms selling multiple experience or new products. We propose product bundling to manage customer search, identifying regimes for its economic benefits and clarifying its implication for customer welfare.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-09-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114314752","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Consumer Learning from Own Experience and Social Information: An Experimental Study","authors":"A. M. Davis, V. Gaur, Dayoung Kim","doi":"10.2139/ssrn.3208758","DOIUrl":"https://doi.org/10.2139/ssrn.3208758","url":null,"abstract":"We investigate how different types of social information affect the demand characteristics of firms competing through service quality. We first generate behavioral hypotheses around both consumers’ learning behavior and firms’ corresponding demand characteristics: market share, demand uncertainty, and rate of convergence. We then conduct a controlled human-subject experiment in which a consumer chooses to visit one of two firms, each with unknown service quality, in a repeated interaction and is exposed to different information treatments from a social network: (1) no social information; (2) share-based social information, which details the percentage of people who visited each firm; (3) quality-based social information, which illustrates the percentage of people who received a satisfactory experience from each firm; or (4) full social information, which contains both share- and quality-based social information. A key insight from our study is that different types of social information have different effects on firms’ demand. First, promoting quality-based social information leads to a significantly higher market share, lower demand variability, and faster rate of convergence for a firm with significantly better service quality. Second, when the higher quality firm has only a marginal advantage over the other firm, promoting only share-based information leads to significantly higher market share and lower demand variability. A third important result is that providing only one type of social information can actually be more helpful to the higher quality firm than providing full social information. This paper was accepted by David Simchi-Levi, operations management.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-04-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122140030","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Asymptotically Optimal Lagrangian Policies for Multi-Warehouse Multi-Store Systems with Lost Sales","authors":"Sentao Miao, Stefanus Jasin, X. Chao","doi":"10.2139/ssrn.3552995","DOIUrl":"https://doi.org/10.2139/ssrn.3552995","url":null,"abstract":"We consider a periodic-review inventory control problem for the One-Warehouse Multi-Store system with lost sales. We focus on a time horizon during which the system receives no external replenishment. Specifically, the central warehouse has a finite initial inventory at the beginning of the horizon, which is then periodically allocated to the stores in each period in order to minimize the total expected lost-sales costs, holding costs, and shipping costs. This is a hard problem and the structure of its optimal policy is extremely complex. We develop simple heuristics based on Lagrangian relaxation that are easy to compute and implement, and have provably near-optimal performances. In particular, for the problem instance where the length of the time horizon is at least comparable to the number of stores, we show that the losses of our heuristics are sublinear in both the length of the time horizon and the number of stores. This improves the performance of existing heuristics in the literature whose losses are only sublinear in the number of stores. Numerical study shows that the heuristic performs very well. We also extend our analysis and result to more general settings, the so-called Assemble-to-Stock system and Multi-Warehouse Multi-Store system.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"124 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-03-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123248691","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Linking Delay Announcements, Abandonment, and Service Time","authors":"Eric M. Webb, Qiuping Yu, Kurt M. Bretthauer","doi":"10.2139/ssrn.3706565","DOIUrl":"https://doi.org/10.2139/ssrn.3706565","url":null,"abstract":"Using call center field data, we examine the reference-dependent impact of delay announcements on both customer abandonment behavior and time spent in service. Delay announcements induce a reference point telling customers how long they must wait for service. Customers behave differently before and after this reference point. Our novel contributions include demonstrating the effects of delay announcements on service time, as well as simultaneously considering both reference-dependent abandonment behavior and reference- dependent service times. One additional minute spent waiting after the reference point increases the hazard rate of abandonment by up to 52%, a much larger effect than the hazard rate decrease from having one additional minute to go before the reference point. For those customers who do not abandon, we also observe reference-dependent behavior during service. Conditional on the same total wait in queue, one additional minute spent waiting after the reference point triggers up to 21 extra seconds in service. While longer total waiting time in queue also leads to longer service time, its effect is much smaller than this reference-dependent effect. Reference-dependent behaviors in abandonment and service impact system-level congestion in opposite directions. Therefore, managers should consider both effects when considering operational decisions, including staffing and customer prioritization.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"185 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2019-03-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123555726","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Consumer Choice with Consideration Set: Threshold Luce Model","authors":"Ruxian Wang","doi":"10.2139/ssrn.3383802","DOIUrl":"https://doi.org/10.2139/ssrn.3383802","url":null,"abstract":"This paper investigates the threshold Luce model, a recently proposed choice model with a threshold for the consideration-set formation. Under the threshold Luce model, consumers first form their consideration set: If an alternative with significantly low utility is dominated by another one, it will not be included in the consideration set. The threshold Luce model can alleviate the independence of irrelevant alternatives (IIA) property and allow more flexible substitution patterns. We characterize the optimal strategy and develop efficient solutions for price and assortment optimization problems. Under the threshold Luce model, the price competition may have zero, one, two, or infinite Nash equilibria, depending on the magnitude of the threshold effect. Moreover, we also develop an efficient estimation method to calibrate the threshold Luce model. Our numerical study on synthetic and real data sets shows that the new model can improve the goodness of fit and prediction accuracy of consumer choice behavior, which suggests the threshold effect should be taken into account in decision making.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2018-08-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126236438","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Managing Service Systems with Unknown Quality and Customer Anecdotal Reasoning","authors":"H. Ren, Tingliang Huang, K. Arifoğlu","doi":"10.2139/ssrn.3050560","DOIUrl":"https://doi.org/10.2139/ssrn.3050560","url":null,"abstract":"We consider service systems where customers do not know the distribution of uncertain service quality and cannot estimate it fully rationally. Instead, they form their beliefs by taking the average of several anecdotes, the size of which measures their level of bounded rationality. We characterize the customers’ joining behavior and the service provider's pricing, quality control, and information disclosure decisions. Bounded rationality induces customers to form different estimates of the service quality and leads the service provider to use pricing as a market segmentation tool, which is radically different from the full rationality setting. As customers gather more anecdotes, the service provider may first decrease and then increase price, and the revenue is U†shaped. Interestingly, a larger sample size may harm consumer surplus, although it always benefits social welfare. When the service provider also has control over quality, we find that it may reduce both quality and price as customers gather more anecdotes. In addition, a high†quality service provider may not disclose quality information if the sample size is small, while a low†quality service provider may disclose if the sample size is large. Furthermore, as the expected waiting cost increases, information non†disclosure is more attractive, thereby highlighting the importance of incorporating customer†bounded rationality in congested settings.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2016-07-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129735062","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Managing Customer Expectations and Priorities in Service Systems","authors":"Qiuping Yu, Gad Allon, Achal Bassamboo, S. Iravani","doi":"10.2139/ssrn.2652351","DOIUrl":"https://doi.org/10.2139/ssrn.2652351","url":null,"abstract":"We study how to use delay announcements to manage customer expectations while allowing the firm to prioritize among customers with different sensitivities to time and value. We examine this problem by developing a framework which characterizes the strategic interaction between the firm and heterogeneous customers. When the firm has information about the state of the system, yet lacks information on customer types, delay announcements play a dual role: they inform customers about the state of the system, while they also have the potential to elicit information on customer types based on their response to the announcements. The tension between these two goals has implications to the type of information that can be shared credibly. To explore the value of the information on customer types, we also study a model where the firm can observe customer types. We show that having information on the customer type may improve or hurt the credibility of the firm. While the creation of credibility increases the firm's profit, the loss of credibility does not necessarily hurt its profit.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"92 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2015-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124201867","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Would the Social Planner Let Bags Fly Free?","authors":"Gad Allon, Achal Bassamboo, M. Lariviere","doi":"10.2139/ssrn.1919807","DOIUrl":"https://doi.org/10.2139/ssrn.1919807","url":null,"abstract":"Motivated by airline baggage fees, we consider a service provider offering a main service (e.g., transporting a person) and an ancillary service (e.g., transporting a checked bag) that an individual customer may or may not need. We ask whether the firm should bundle the two services and post a single price or unbundle them and price the ancillary service separately. We consider two motivations for unbundling the services. The first focuses on altering consumer behavior to lower the firm’s costs. We assume that providing the ancillary service is costly but consumers can exert effort in order to reduce the rate at which the ancillary service is needed. We show that the firm unbundles and sets the fee for the ancillary service at the same level the social planner would. Profit maximization thus results in social efficiency. The second rationale for unbundling is segmentation. We assume that there are two segments that differ in the rate at which they use the ancillary service. The optimal contracts impose higher ancillary service fees on those less likely to use the service. In the airline setting, this would imply that business travelers would face higher baggage fees than leisure travelers. We conclude that the way in which airlines have implemented baggage fees is more consistent with attempts to control consumer behavior than segment customers.","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"45 22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2011-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132021366","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Evaluating Long-Term Service Performance in Two-Stage Newsvendor Models","authors":"A. Bensoussan, Q. Feng, S. Sethi","doi":"10.2139/ssrn.1087584","DOIUrl":"https://doi.org/10.2139/ssrn.1087584","url":null,"abstract":"Managing customer satisfaction in a cost effective way has always been a major challenge faced by inventory managers. This paper studies long-term service performance of a two-stage newsvendor selling a perishable product with short-term demand patterns. We characterize the optimal inventory policy to minimize the expected inventory cost such that a long-term stock availability target is satisfied. Both in-stock probability and fill rate targets are examined and compared. In particular, we address the following questions: How should an inventory manager evaluate his long-term fill rate performance without observing the lost sales? How are in-stock probabilities and fill rates connected with respect to different demand patterns? How does the forecast update impact the evaluation of the long-term service performance? How do the short-term cost trade-offs under different long-term service targets depend on the monotone structures of the forecast signal?","PeriodicalId":346985,"journal":{"name":"PROD: Analytical (Service) (Topic)","volume":"5 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2008-01-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126548153","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}