Service Science最新文献_第6页

An Incentive Mechanism for Private Parking-Sharing Programs in an Imperfect Information Setting 不完全信息环境下私人停车共享的激励机制

IF 2.3 4区管理学

Service Science Pub Date : 2022-04-08 DOI: 10.1287/serv.2022.0303

Pengyu Yan, Xiaoqiang Cai, Feng Chu, Debing Ni, Heng He

引用次数: 5

Revenue Management of Group Service Considering Different Quality Levels and Stochastic Customer Patience 考虑不同质量水平和随机客户耐心的集团服务收益管理

IF 2.3 4区管理学

Service Science Pub Date : 2022-03-21 DOI: 10.1287/serv.2022.0302

Xuxun Lin, Haiyan Wang

{"title":"Revenue Management of Group Service Considering Different Quality Levels and Stochastic Customer Patience","authors":"Xuxun Lin, Haiyan Wang","doi":"10.1287/serv.2022.0302","DOIUrl":"https://doi.org/10.1287/serv.2022.0302","url":null,"abstract":"We consider a service that provides different quality levels to customers who are served in groups (referred to as “group service” (GS)). We consider stochastic customer patience and build a multitype service model to maximize service profit. First, we consider a fixed number of service personnel and decompose the model into several subproblems. We then transform the model into a service personnel allocation problem that can be efficiently solved. Furthermore, we use the water-filling theory, together with a dichotomy approach, to design the numerical algorithm to conduct a numerical test based on actual data. The main contributions of this study are as follows. First, we provide the service provider with a service capacity allocation mechanism that can determine the optimal choice of service quality levels, number of service groups of different quality levels, time length of the service registration period, and service prices. Second, we find that under scarce service capacity, the single-type service can be more profitable than the multitype service, and low-quality services have higher marginal profits than high-quality services. However, when service capacity increases to a certain level, the multitype service can be more profitable than the single-type service. Third, we construct a service capacity decision mechanism and demonstrate the influence of service quality on the total number of service personnel and service groups. The conclusions are potentially useful to GS service providers to effectively make better managerial decisions and improve service profits.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"76 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-03-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80181313","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Service Design to Balance Waiting Time and Infection Risk: An Application for Elections During the COVID-19 Pandemic 平衡等待时间和感染风险的服务设计:COVID-19大流行期间选举的应用

IF 2.3 4区管理学

Service Science Pub Date : 2022-03-18 DOI: 10.1287/serv.2021.0290

Susana Mondschein,Marcelo Olivares,Fernando Ordóñez,Daniel Schwartz,Andres Weintraub,Ignacio Torres-Ulloa,Cristian Aguayo,Gianpiero Canessa

{"title":"Service Design to Balance Waiting Time and Infection Risk: An Application for Elections During the COVID-19 Pandemic","authors":"Susana Mondschein,Marcelo Olivares,Fernando Ordóñez,Daniel Schwartz,Andres Weintraub,Ignacio Torres-Ulloa,Cristian Aguayo,Gianpiero Canessa","doi":"10.1287/serv.2021.0290","DOIUrl":"https://doi.org/10.1287/serv.2021.0290","url":null,"abstract":"The COVID-19 pandemic has caused great disruption to the service sector, and it has, in turn, adapted by implementing measures that reduce physical contact among employees and users; examples include home-office work and the setting of occupancy restrictions at indoor locations. The design of services in the context of a pandemic requires balancing between two objectives: (i) special measures must be implemented to maintain physical separation among people to reduce the risk of infection, and (ii) these sanitary measures also reduce process capacity, thereby increasing the waiting times of users. We study this problem in the context of election processes, in which balancing waiting time with public safety is of first order relevance to ensuring voter turnout, using as a real-world application the Chilean 2020 national referendum. Analyzing this problem requires a multidisciplinary approach that consists of integrating randomized experiments to measure how voters weigh infection risk relative to waiting time and stochastic modeling/discrete event simulation to prescribe recommendations for the service design—specifically setting capacity limits to trade off between overcrowding and process efficiency. Overall, our results shows that infection risk is an important factor affecting voter turnout during a pandemic and that capacity limits can be a useful design tool to balance these risks with other service quality measures. Some of these findings were considered in the guidelines that Servel provided to manage capacity and voter arrival patterns at voting centers.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"4 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-03-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138517824","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Service Design to Balance Waiting Time and Infection Risk: An Application for Elections During the COVID-19 Pandemic 平衡等待时间和感染风险的服务设计:COVID-19大流行期间选举的应用

IF 2.3 4区管理学

Service Science Pub Date : 2022-03-18 DOI: 10.2139/ssrn.3734699

Susana V. Mondschein, M. Olivares, F. Ordóñez, Daniel Schwartz, A. Weintraub, Ignacio Torres-Ulloa, C. Aguayo, Gianpiero Canessa

{"title":"Service Design to Balance Waiting Time and Infection Risk: An Application for Elections During the COVID-19 Pandemic","authors":"Susana V. Mondschein, M. Olivares, F. Ordóñez, Daniel Schwartz, A. Weintraub, Ignacio Torres-Ulloa, C. Aguayo, Gianpiero Canessa","doi":"10.2139/ssrn.3734699","DOIUrl":"https://doi.org/10.2139/ssrn.3734699","url":null,"abstract":"The COVID-19 pandemic has caused great disruption to the service sector, and it has, in turn, adapted by implementing measures that reduce physical contact among employees and users; examples include home-office work and the setting of occupancy restrictions at indoor locations. The design of services in the context of a pandemic requires balancing between two objectives: (i) special measures must be implemented to maintain physical separation among people to reduce the risk of infection, and (ii) these sanitary measures also reduce process capacity, thereby increasing the waiting times of users. We study this problem in the context of election processes, in which balancing waiting time with public safety is of first order relevance to ensuring voter turnout, using as a real-world application the Chilean 2020 national referendum. Analyzing this problem requires a multidisciplinary approach that consists of integrating randomized experiments to measure how voters weigh infection risk relative to waiting time and stochastic modeling/discrete event simulation to prescribe recommendations for the service design—specifically setting capacity limits to trade off between overcrowding and process efficiency. Overall, our results shows that infection risk is an important factor affecting voter turnout during a pandemic and that capacity limits can be a useful design tool to balance these risks with other service quality measures. Some of these findings were considered in the guidelines that Servel provided to manage capacity and voter arrival patterns at voting centers.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"16 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-03-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75470400","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Operational Adaptation and Innovation During COVID-19: Lessons Learned from Consulting and a Road Map for the Future 2019冠状病毒病期间的业务适应与创新:咨询经验和未来路线图

IF 2.3 4区管理学

Service Science Pub Date : 2022-03-08 DOI: 10.1287/serv.2022.0301

Matthew C. Walsman

{"title":"Operational Adaptation and Innovation During COVID-19: Lessons Learned from Consulting and a Road Map for the Future","authors":"Matthew C. Walsman","doi":"10.1287/serv.2022.0301","DOIUrl":"https://doi.org/10.1287/serv.2022.0301","url":null,"abstract":"The COVID-19 pandemic fundamentally changed professional service firm (PSF) operations, most visible perhaps in the transition to a work from home economy. This study is a deep dive into management consulting (a common type of PSF) and describes the impact of the pandemic on short- and long-term operations. It uses a mixed-method approach to data collection (primary/secondary and quantitative/qualitative) to explain the operational adaptations that consulting firms made in response to the pandemic and the service innovations that resulted. During the pandemic, disruptions to client mix, customer experience, customer acquisition, and employee lifestyle triggered new organizational challenges in strategic planning, marketing, employee relations, and cost control. Firms responded by modifying operational characteristics (e.g., customer engagement, customization, knowledge intensity, and capital intensity). Successful operational adaptations led to service innovation (most commonly in product, strategy, delivery, and marketing). The study finishes with an exploration of how the lessons learned in management consulting may provide a road map for other PSFs and more generalized services in a post-pandemic world.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"61 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-03-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82997944","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 3

The Effects of COVID-19 on the Adoption of “On-the-Shelf Technologies”: Virtual Dressing Room Software and the Expected Rise of Third-Party Reverse-Logistics 新冠肺炎疫情对“现货技术”采用的影响:虚拟试衣间软件与第三方逆向物流的预期兴起

IF 2.3 4区管理学

Service Science Pub Date : 2022-03-08 DOI: 10.1287/serv.2022.0300

Amir Heiman, T. Reardon, D. Zilberman

{"title":"The Effects of COVID-19 on the Adoption of “On-the-Shelf Technologies”: Virtual Dressing Room Software and the Expected Rise of Third-Party Reverse-Logistics","authors":"Amir Heiman, T. Reardon, D. Zilberman","doi":"10.1287/serv.2022.0300","DOIUrl":"https://doi.org/10.1287/serv.2022.0300","url":null,"abstract":"The fashion industry is adapting to the new situation caused by the COVID-19 pandemic by changing the structure of its supply chain, much like other industries that experience exogenous shocks. The pandemic affected conditions of apparel retailers: downstream among consumers and upstream among suppliers. It induced retailers to accelerate the adoption of technologies to make their supply chains more flexible and resilient. Before COVID-19, the apparel industry had gradually adopted virtual dressing room (VDR) technologies and crowd wisdom software, both of which reduce the risk associated with online purchases. Apparel retailers also altered the structure of their supply chains by outsourcing product turns via third-party logistics providers. This article analyzes how changes in market demand and supply conditions following the outbreak of COVID-19 accelerated the adoption of VDR technologies. The analysis is based on a conceptual microeconomic model of adopting technologies and changes in the supply chain. We support our theoretical findings with business cases. Understanding the nonlinear relationships among changes in demand, supply chains, and retail technology adoption triggered by exogenous shocks is essential for managers and affects the quality of service.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"70 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-03-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73786538","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

Service Supply Chain Fit: Consistency Between Operant Resources and Service Supply Chains 服务供应链契合:运营资源与服务供应链的一致性

IF 2.3 4区管理学

Service Science Pub Date : 2022-03-07 DOI: 10.1287/serv.2022.0299

Raveen R. Menon, T. Niranjan, Dayna Simpson

{"title":"Service Supply Chain Fit: Consistency Between Operant Resources and Service Supply Chains","authors":"Raveen R. Menon, T. Niranjan, Dayna Simpson","doi":"10.1287/serv.2022.0299","DOIUrl":"https://doi.org/10.1287/serv.2022.0299","url":null,"abstract":"Firms are grappling with multiple challenges because of COVID-19, such as supply discontinuity, disruptions, irregular demand patterns, and service delivery issues, among others. The disruption brought by the pandemic has highlighted the relevance of responsiveness and agility in service chains in particular. The unprecedented nature of the pandemic, however, has made design of agile and responsive supply chains difficult, especially for services that draw on intangible, unique resources. In this paper, we develop relevant—and thus far largely absent—theory for the design of service supply chains through a model of service supply chain fit that will guide service firms to prepare better for COVID and future threats. Our model guides the identification of the right supply chain (responsive, efficient, or agile) for services based on their operant resources, which are the intangible resources that act on other resources. Using a qualitative study, we first draw on service-dominant logic and supply chain fit framework to develop the concept of service supply chain fit; that is, the strategic consistency between a service firm’s operant resources and its supply chain. We then validate our model using survey data. The results indicate that service supply chain acts as both moderator and mediator for the relationship between operant resources and firm performance. Our findings indicate that, unless managers view service supply chain fit strategically and invest in developing operant resources for the right supply chain, future COVID-like disruptions may continue to severely impact firm performance.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"24 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-03-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89016577","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

After-Sales Services During an Asset’s Lifetime: Collaborative Planning of System Upgrades 资产生命周期内的售后服务:系统升级的协同规划

IF 2.3 4区管理学

Service Science Pub Date : 2022-02-24 DOI: 10.1287/serv.2023.0318

F. Sloothaak, A. Akçay, G. van Houtum, M. van der Heijden

{"title":"After-Sales Services During an Asset’s Lifetime: Collaborative Planning of System Upgrades","authors":"F. Sloothaak, A. Akçay, G. van Houtum, M. van der Heijden","doi":"10.1287/serv.2023.0318","DOIUrl":"https://doi.org/10.1287/serv.2023.0318","url":null,"abstract":"We consider a physical asset consisting of complex systems, where the systems may require upgrades during the lifetime of the asset. In practice, the asset owner and system supplier can make the upgrade decisions together, requiring a decision-support model that can be jointly used to optimize the total benefit for both parties. Motivated by a real-life use case including an asset owner and a system supplier, we build a continuous-time model to optimize the upgrade decisions of a system during the fixed lifetime of the asset. In our model, we capture the key critical factors that drive the upgrade decisions: increasing functionality requirements due to evolving technology, age-dependent maintenance costs, a predetermined overhaul plan of the asset, and the lifetime of the asset. A system upgrade is less costly if it is executed jointly with an asset overhaul. We first analyze the case with no additional cost of upgrading outside an overhaul. We analytically characterize the structure of the optimal upgrade policy under various realistic assumptions that lead to different types of cost functions. We then use these results as a building block to characterize the optimal policy for a generalized cost function. When there is a penalty for upgrading outside an overhaul moment, we propose a dynamic programming approach that efficiently determines the optimal upgrade policy by using our analytical results. We also prove that as this penalty increases, the optimal policy can only change to one where the number of upgrades not jointly executed with overhauls is reduced. However, the optimal number of upgrades is a nonincreasing function of this penalty. Also, surprisingly, more overhauls may lead to a smaller number of upgrades under the optimal policy. Funding: This publication is part of the project “Maritime Remote Control Tower for Service Logistics Innovation (MARCONI)” (project 439.18.309) of the research program “Integrator-Logistics as Enabler for Enhancing Society,” which is (partly) financed by the Dutch Research Council (NWO).","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"71 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-02-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87085746","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

A Newsvendor Approach to Design of Surgical Preference Cards 从报贩的角度设计手术偏好卡

IF 2.3 4区管理学

Service Science Pub Date : 2022-02-14 DOI: 10.1287/serv.2021.0298

Berk Görgülü, Vahid Sarhangian

{"title":"A Newsvendor Approach to Design of Surgical Preference Cards","authors":"Berk Görgülü, Vahid Sarhangian","doi":"10.1287/serv.2021.0298","DOIUrl":"https://doi.org/10.1287/serv.2021.0298","url":null,"abstract":"Surgical procedures require a large number of consumable supplies that need to be kept in hospital inventory and transported to the operating rooms (OR) before the surgery. A surgical preference card (SPC) provides a list of items to be prepared for each surgery. For each item, a SPC also specifies how many should be taken to the OR (fill quantity). As the usage of most consumables in the OR is subject to uncertainty, the cards also specify how many of the filled items should be opened at the beginning of the surgery (open quantity). The fill and open quantities control the flow of consumables between the hospital inventory and the ORs and directly affect the wastage in ORs. In this work, we formulate the problem of determining the fill and open quantities on the preference cards as a stochastic optimization problem, where the objective is to minimize a weighted sum of the expected wastage and operational costs. We show that, as in the newsvendor problem, the optimal solution for the fill and open quantities takes the form of critical quantiles of the item usage distribution in the OR. The solution form together with historical usage data provide a data-driven approach to design of SPCs, as well as insights on the value of including an open decision. We demonstrate our approach using extensive numerical experiments and real usage data from a Canadian hospital. The results suggest a potential for significant reduction of wastage and operational costs in the ORs.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":"33 1","pages":""},"PeriodicalIF":2.3,"publicationDate":"2022-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85402855","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Types of Consumer Operant Resources and Co-creation in Dialogical Service Relationships 对话式服务关系中的消费者经营资源类型与共同创造

IF 2.3 4区管理学

Service Science Pub Date : 2022-02-08 DOI: 10.1287/serv.2021.0296

Berna Tarı Kasnakoğlu,Yunus Kalender,Hatice Gökkaya

引用次数: 0