Patient appointments are an effective method to reduce patient waiting time. However, not
all patients can make an appointment before receiving medical services. In this paper, we …

Problem definition: Many outpatient care providers offer virtual service that patients can
access via televisits. Televisits allow patients to wait to be seen in the location of their …

Electronic visits, or “E-visits” for short, have emerged as a promising channel for accessing
healthcare and can significantly impact daily operations in healthcare facilities. However …

We develop the operational data analytics (ODA) framework for the classical service design
problem of G/G/c/k systems. The customer arrival rate is unknown. Instead, some historical …

We consider an outpatient clinic with strategic patients who choose between making an
appointment with an indirect wait cost (advance patients) and walking in with an …

On-demand delivery platforms now provide consumers with the option to buy online and
pick up in-store (BOPS). We examine such an omnichannel on-demand economy, where …

Problem definition: In response to the increased use of telehealth to replace traditional office
visits with a physician, several US states have recently adopted telehealth pay-parity …

With evolving mobile technologies, increasing number of service providers are running
multiple channels to serve customers. In this paper, we evaluate whether providing an …

Problem definition: With the growing demand for convenient travel, various ride-hailing
platforms offer diverse services to attract passengers with different needs. We consider a …

Queueing systems with strategic servers are common in the service industry. The self-
interested service rate decision of the strategic server will be detrimental to the queueing …