Healthcare systems throughout the world are under pressure to widen access, improve
efficiency and quality of care, and reduce inequity. Achieving these conflicting goals requires …

Abstract Service systems often feature multiple classes of customers with different service
needs and multiple pools of servers with different skillsets. How to efficiently match …

Service systems are typically limited resource environments where scarce capacity is
reserved for the most urgent customers. However, there has been a growing interest in the …

Problem definition: The effect of the minimum wage is an important yet controversial topic
that has received attention for decades. Our study is the first to take an operational lens and …

Motivated by the growing availability of advanced demand forecast tools, we study how to
use future demand information in designing routing strategies in queueing systems under …

The online grocery industry's swift expansion and intense competition underscore the
urgency to tackle sustainable business and cost issues while adapting to consumer trends …

Problem definition: Among the most vexing issues in the US healthcare ecosystem is
inappropriate use of percutaneous coronary intervention (PCI) procedures, also known as …

Problem definition: We study service systems where some (so-called “redundant”)
customers join multiple queues simultaneously, enabling them to receive service in any one …

This scholarly article explores the transformative evolution of customer relationship
management (CRM) systems by integrating predictive analysis, artificial intelligence (AI) …

Online service providers rely on customer service to enhance the experience of troubled
users who encounter problems when interacting with online services. Nowadays, the …