Service Science最新文献

{"title":"The Effects of Sister-Store Presence and Market Competition on Product Assortment: Evidence from Book Retailing","authors":"Tao Chen,Yu Jeffrey Hu,Mohammad Rahman,Jiong Sun","doi":"10.1287/serv.2021.0275","DOIUrl":"https://doi.org/10.1287/serv.2021.0275","url":null,"abstract":"When consumers’ preferred products are not carried by the retail chain store they visit, they may switch to purchasing these products from nearby sister stores of the same chain or from nearby competing stores. Such within- and across-chain substitution effects are enhanced as store-level product assortment information becomes increasingly available to consumers. It is important for scholars and practitioners to understand the effect of sister-store presence and market competition on retail product assortment strategies. In this paper, we obtain store-level product assortment data from a nationwide bookstore chain and study how sister-store presence and market competition can have an impact on the retail chain’s product assortment. In addition, we explore how this impact differs for niche and popular products. Our results show that having at least one sister store nearby reduces product assortment and such effects are stronger for niche products although having a competing store nearby increases product assortment and such effects are stronger for popular products.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138517788","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}

{"title":"Integrated Vehicle Routing and Service Scheduling Under Time and Cancellation Uncertainties with Application in Nonemergency Medical Transportation","authors":"Xian Yu, Siqian Shen, Huizhu Wang","doi":"10.1287/serv.2021.0277","DOIUrl":"https://doi.org/10.1287/serv.2021.0277","url":null,"abstract":"In this paper, we consider an integrated vehicle routing and service scheduling problem for serving customers in distributed locations who need pick-up, drop-off, or delivery services. We take into account the random trip time, nonnegligible service time, and possible customer cancellations, under which an ill-designed schedule may lead to undesirable vehicle idleness and customer waiting. We build a stochastic mixed-integer program to minimize the operational cost plus expected penalty cost of customers’ waiting time, vehicles’ idleness, and overtime. Furthermore, to handle real-time arrived service requests, we develop K-means clustering-based algorithms to dynamically update planned routes and schedules. The algorithms assign customers to vehicles based on similarities and then plan schedules on each vehicle separately. We conduct numerical experiments based on diverse instances generated from census data and data from the Ford Motor Company’s GoRide service, to evaluate result sensitivity and to compare the in-sample and out-of-sample performance of different approaches. Managerial insights are provided using numerical results based on different parameter choices and uncertainty settings.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84979527","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}

{"title":"Calls for Papers—Platforms and Innovative Marketplaces for Services","authors":"Gad Allon, Baojun Jiang, Lizhen Xu, S. Benjaafar","doi":"10.1287/serv.2021.0284","DOIUrl":"https://doi.org/10.1287/serv.2021.0284","url":null,"abstract":"","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83721744","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}

{"title":"On the Impact of Treatment Restrictions for the Indigent Suffering from a Chronic Disease: The Case of Compassionate Dialysis","authors":"Olga Bountali,Sila Çetinkaya,Vishal Ahuja","doi":"10.1287/serv.2021.0276","DOIUrl":"https://doi.org/10.1287/serv.2021.0276","url":null,"abstract":"We analyze a congested healthcare delivery setting resulting from emergency treatment of a chronic disease on a regular basis. A prominent example of the problem of interest is congestion in the emergency room (ER) at a publicly funded safety net hospital resulting from recurrent arrivals of uninsured end-stage renal disease patients needing dialysis (a.k.a. compassionate dialysis). Unfortunately, this is the only treatment option for un/under-funded patients (e.g., undocumented immigrants) with ESRD, and it is available only when the patient’s clinical condition is deemed as life-threatening after a mandatory protocol, including an initial screening assessment in the ER as dictated and communicated by hospital administration and county policy. After the screening assessment, the so-called treatment restrictions are in place, and a certain percentage of patients are sent back home; the ER, thus, serves as a screening stage. The intention here is to control system load and, hence, overcrowding via restricting service (i.e., dialysis) for recurrent arrivals as a result of the chronic nature of the underlying disease. In order to develop a deeper understanding of potential unintended consequences, we model the problem setting as a stylized queueing network with recurrent arrivals and restricted service subject to the mandatory screening assessment in the ER. We obtain analytical expressions of fundamental quantitative metrics related to network characteristics along with more sophisticated performance measures. The performance measures of interest include both traditional and new problem-specific metrics, such as those that are indicative of deterioration in patient welfare because of rejections and treatment delays. We identify cases for which treatment restrictions alone may alleviate or lead to severe congestion and treatment delays, thereby impacting both the system operation and patient welfare. The fundamental insight we offer is centered around the finding that the impact of mandatory protocol on network characteristics as well as traditional and problem-specific performance measures is nontrivial and counterintuitive. However, impact is analytically and/or numerically quantifiable via our approach. Overall, our quantitative results demonstrate that the thinking behind the mandatory protocol is potentially naive. This is because the approach does not necessarily serve its intended purpose of controlling system-load and overcrowding.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-09-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138542686","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}

{"title":"Selling Virtual Items in Free-to-Play Games: Transparent Selling vs. Opaque Selling","authors":"Yifan Jiao, Christopher S. Tang, Jingqi Wang","doi":"10.1287/serv.2021.0271","DOIUrl":"https://doi.org/10.1287/serv.2021.0271","url":null,"abstract":"The market for online games is huge, but research on the economics of online game operations remains nascent. In this paper, we focus on “free-to-play” online games in which a game provider offers players an option to purchase game-specific virtual goods (items) for improving their winning chances before the game begins. Because selling virtual items is the main revenue stream in free-to-play games, it is important for game providers to find ways to entice players to purchase virtual items. We observe that some game providers disclose the opponent’s skill level before the game begins by using a “transparent selling” mechanism to sell virtual items, whereas others conceal this information from the players. This observation motivates us to examine whether and when game providers should adopt transparent selling. By analyzing a game-theoretical model that involves one game provider and two competitive players, we obtain the following results. First, when the price of the virtual goods is endogenously determined by the game provider, we find that transparent selling is not effective: it is optimal for the provider to adopt “opaque selling” by concealing the opponent’s skill level information from players. However, opaque selling hurts the player’s welfare. Second, when the selling price is exogenously given, transparent selling dominates opaque selling when the given price is high. Our results identify the conditions under which transparent selling dominates opaque selling.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83346942","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}

{"title":"Who Are the Gatekeepers? An Examination of Diversity in INFORMS Journal Editorial Boards","authors":"Laker Newhouse, M. Brandeau","doi":"10.1287/SERV.2021.0274","DOIUrl":"https://doi.org/10.1287/SERV.2021.0274","url":null,"abstract":"Publishing in respected scholarly journals is critical to academic success. However, if journal editorial boards fail to reflect the diversity of thought in a field, worthy work may be overlooked. This study assesses the level of diversity in the editorial boards of the 16 INFORMS journals. We examine gender, whether an individual is an underrepresented minority, and institutional affiliation, and perform a network analysis to identify coauthor relationships between editorial board members. We find that the editorial boards have low levels of diversity: women comprise just under 20% of the editorial board members; fewer than 1% of editorial board members are underrepresented minorities; and 10 institutions (less than 5% of the total) account for more than 25% of the editors. We find a high level of connectivity between editorial board members (as measured by coauthor relationship) for some of the INFORMS journals, suggesting the influence of an “in crowd” of like-minded individuals. INFORMS can and should work to end this state of affairs: we provide a set of actionable recommendations for broadening diversity and reducing connectivity on the INFORMS journal editorial boards. In this way, INFORMS journals can support a diversity of backgrounds and views, enabling the publication of a broader range of ideas and invigorating academic discourse in our profession.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77595066","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}

{"title":"Value of Stars on Broadway: A Case Study","authors":"Kyle D. S. Maclean","doi":"10.1287/SERV.2021.0273","DOIUrl":"https://doi.org/10.1287/SERV.2021.0273","url":null,"abstract":"Highly qualified employees are a critical element of a service experience. Utilizing the theatre metaphor, we showcase a method to value these employees with a case study on Broadway. Using a novel...","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-06-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85085767","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}

{"title":"Cost of Cash: Evidence from Cashiers","authors":"I. P. L. Png,Charmaine H. Y. Tan","doi":"10.1287/serv.2021.0272","DOIUrl":"https://doi.org/10.1287/serv.2021.0272","url":null,"abstract":"An important but overlooked cost of payments in retailing is the cost on checkout cashiers. This paper examines the compensating wage differential that cashiers require to handle payments in cash. First, a multicountry panel data study shows that cashier wages increase with retail cash usage, which is consistent with cashiers requiring compensation to handle cash. Second, in a discrete choice experiment where supermarket cashiers chose between collecting card and cash payments, eight of 10 cashiers preferred card to cash. Among those who preferred card, the median cashier required a wage premium of S$37.50 (US$27) a month to handle cash. The premium was lower among cashiers who are local, less risk averse, and younger. Third, in a laboratory study, subjects traded off earnings against stress. With higher frequency of cash payments, high earners experienced greater physiological stress than low earners. Earnings also increased with abilities in arithmetic and coping with stress. Collectively, these studies show that cashiers require higher wages to handle cash payments, in part due to higher stress. We offer policy, managerial, and research implications for job design, payment systems, and workplace stress.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138517787","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}

{"title":"Frontiers in Service Science: Fintech Operations—An Overview of Recent Developments and Future Research Directions","authors":"Baile Lu, Shuai Hao, Michael Pinedo, Yuqian Xu","doi":"10.1287/SERV.2021.0270","DOIUrl":"https://doi.org/10.1287/SERV.2021.0270","url":null,"abstract":"In this paper, we provide a survey of recent developments in the fintech (financial technology) industry, focusing on the operational structures, the technologies involved, and the operational risk...","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-03-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73586079","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}

{"title":"Examination of Chinese Older Adults’ Attitudes Toward Senior Living Institutions","authors":"Juan Liu, Wei Wei, Qingyun Peng, Chenzhe Xue","doi":"10.1287/SERV.2020.0267","DOIUrl":"https://doi.org/10.1287/SERV.2020.0267","url":null,"abstract":"Amid population aging, the senior living industry has become an important sector of the service industry, especially in China. Population control throughout the past four decades has led to the qui...","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2021-03-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78520217","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}