Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Management Decision, published by and copyright Emerald Group Publishing Ltd.

The delivery of human services occurs through a complex and often volatile system characterised by both competing and cooperating efforts. A recent strategic intention of government has been to integrate disparate service providers and programs into a more effective and efficient system using...

This dissertation consists of three chapters on the topic of differential games and resource economics. The first chapter extends the envelope theorem to the class of discounted infinite horizon differential games that posses locally differentiable Nash equilibria. The theorems cover both the...

Bucket pricing entails a prepaid price and a maximum consumption limit, which requires consumers to make advance purchase decisions before their consumption needs are fully revealed. We propose a dynamic model that involves how consumers form expectations of future consumption needs, learn to...

In this thesis, we study the repair shop scheduling problem(repair-to-stock) and the production/inventory system pricing and production scheduling problem(make-to-stock). For both types of problems, we compare the performance of different scheduling policies. For the make-to-stock type problem,...

We consider the optimal pricing problem in a service facility in order to maximize its long-run average profit per unit time. We model the facility as a queueing process that may havefinite or infinite capacity. Customers are admitted into the system if it is not full and if they are willing to...

In the first section, a firm with two servers must decide how to dynamically route arriving customers and allocate servers to two separate queues. The servers may work together or separately, and we provide insights into how the firm should optimally route customers and assign servers to queues....

Der Call Center-Markt hat Ende der 90er Jahre und Anfang des neuen Jahrtausends einen rasanten Aufschwung mit zum Teil sehr hohen Ums?tzen erfahren, was zur Folge hatte, dass immer mehr Auskunftsdienstleister auf dem Markt kamen. Als Konsequenz daraus resultiert nun eine versch?rfte...

Given the increasingly competitive environment characterizing many industries, customer service, specifically, post-sales technical support, has evolved as a key source of differentiation and profits. Against this backdrop, firms are looking to cross-sell products during customer service...

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in International Journal of Information Management, published by and copyright Elsevier Science Ltd.