This dissertation addresses the issue of capacity management in a professional services context; specifically a call center based support operation with contractually committed Service Level Agreements (SLAs). The focus of this research is on capacity planning in the face of uncertainty. I...

This dissertation investigates the coordination between new and used product sales using both empirical and analytical approaches.The first essay studies the potential for cannibalization of new product sales by remanufactured versions of the same product, which is a central issue in managing...