The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes

Service Times in Call Centers: A Data-Based Perspective

Traditionally, both researchers and practitioners relied on standard Erlang queueing models to analyze call center operations. In those models, service times are assumed to be independent and identically distributed exponential random variables with a constant mean. Going beyond such unrealistic assumptions has strong implications, as is evidenced by theoretical advances in the recent literatur...

Modeling Quality of Service for Workflows and Web Service Processes

Workflow management systems (WfMSs) have been used to support various types of business processes for more than a decade now. In workflows for e-commerce and Web-services applications, suppliers and customers define a binding agreement or contract between the two parties, specifying Quality of Service (QoS) items such as products or services to be delivered, deadlines, quality of products, and ...

Farmers participation in the administration of rural service centers program in iran

Optimal Staffing in Service Centers

This paper considers optimal staffing in service centers. We construct models for profit and cost centers using dynamic rate queues. To allow for practical optimal controls, we approximate the queueing process using a Gaussian random variable with equal mean and variance. We then appeal to the Pontryagin’s maximum principle to derive a closed form square root staffing (SRS) rule for optimal sta...

The Process Pattern of Value Co-creation in Healthcare Service Ecosystem

Abstract Background: Having an inclusive approach and explaining involvement practices and the roles played by the actors in healthcare ecosystems is a critical factor in healthcare industry. The aim of this study was to design the process pattern of value co-creation in the healthcare ecosystem. Methods: This study was practical in terms of the goal, and descriptive-survey with a two-staged ...