Index Catalog // Arch : Northwestern University Institutional Repository

Description:: In this dissertation we consider how simple operational levers affect a firm's revenue and consumer surplus. In particular, we focus on information disclosure as an useful control for omnichannel services.In the first chapter we consider a revenue-maximizing service firm that caters to price and delay-sensitive customers. The firm offers a...
Keyword:: Pricing in Queuing Systems, Strategic Queuing, Information Disclosure, Omnichannel Services, Digital Innovation, and Service Operations
Subject:: Management and Operations research
Creator:: Ghosh, Abhishek
Owner:: Scholarly Digital Publishing
Language:: en
Date Uploaded:: 10/07/2021
Date Created:: 2021-01-01
Resource Type:: Dissertation
Alternate Identifier:: http://dissertations.umi.com/northwestern:15646 and etdadmin_upload_832994

Description:: This dissertation contains three essays that study the operational challenges and business innovations in service industries. We investigate how service providers could use wisely designed business models and service systems to induce preferable customer behaviors, and therefore manage demand and optimize revenue. Using a stylized model, we study how customers...
Keyword:: Revenue Management, Service Operations, Empirical Research, Online Platforms, Customer Behavior, and Queueing
Subject:: Business administration and Operations research
Creator:: Li, Simin
Owner:: Scholarly Digital Publishing
Language:: en
Date Uploaded:: 02/01/2021
Date Created:: 2020-01-01
Resource Type:: Dissertation
Alternate Identifier:: etdadmin_upload_749521 and http://dissertations.umi.com/northwestern:15160

Description:: The vast majority of interactions between customers and service providers are experiences that extend over time. Service systems that deliver excellent customer experience achieve greater customer satisfaction and therefore customer loyalty, and eventually raise revenue. The temporal aspects of service delivery have not yet been analyzed as carefully as its...
Keyword:: Predictive Analytics, Service Operations, Satisfaction, Wait-time, and Markov Decision Process
Subject:: Industrial engineering and Operations research
Creator:: Ansari, Sina
Owner:: Scholarly Digital Publishing
Language:: en
Date Uploaded:: 02/12/2020
Date Created:: 2018-01-01
Resource Type:: Dissertation
Alternate Identifier:: etdadmin_upload_617413 and http://dissertations.umi.com/northwestern:14402

LIBRARIES | ARCH