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This paper discusses the use in logistics management of the freight network equilibrium model, developed in Harker and Friesz (1985a, b), called the Generalized Spatial Price Equilibrium Model, or GSPEM. After this discussion, computational techniques for solving this model are presented. The...
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When one undertakes a benchmarking study, it is quite typical to collect performance data on a set of business processes from a variety of organizations. While one can compare efficiency on a process-by-process level, how can one compare the overall efficiency of one organization versus another...
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This paper develops methods to compute performance measures in a specific type of loss system with multiple classes of customers sharing the same processor. Such systems arise in the modeling of a call center, where the performance measures of interest are blocking the probability of a call and...
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Throughout the financial services industry, the call center is being recognized as a critical delivery channel, helping firms to keep existing customers, expand their business, and control costs. For banks, call centers provide a cost effective means of servicing in customer requests, and are...
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Financial services comprise over 4 percent of the gross domestic product of the United States and employ over 5.4 million people. By offering vehicles for investment of savings, extension of credit and risk management, they fuel the modern capitalistic society.<p> <p>While the essential functions...</p></p>
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Customers’ participation in service co-production processes has been increasing with the rapid development of self-service technologies and business models that rely on self-service as the main service delivery channel. However, little is known about how the level of participation of customers...
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