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Service Science Editorial Board, 2024 Service Science (IF 2.704) Pub Date : 2024-03-15
Service Science, Volume 16, Issue 1, Page C3-C3, March 2024.
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Cross-Site and Cross-Generation Knowledge Transfer in High-Tech After-Sales Service Service Science (IF 2.704) Pub Date : 2024-03-12 F. S. Zijlstra, A. A. Alblas, F. Langerak
Service Science, Ahead of Print.
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Transportation-Enabled Services: Concept, Framework, and Research Opportunities Service Science (IF 2.704) Pub Date : 2024-03-07 Niels Agatz, Soo-Haeng Cho, Hao Sun, Hai Wang
Service Science, Ahead of Print.
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Contract Theory-Based Collection, Updating, and Packaging Combination Strategies in Data Trading Service Science (IF 2.704) Pub Date : 2024-02-29 Axun Xing, Haiyan Wang, Bei Bian, Xinxin Guo
Service Science, Ahead of Print.
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On the Importance of Service Parts When Taking Commonality and Reliability Decisions Service Science (IF 2.704) Pub Date : 2024-02-12 Joni Driessen, Joachim Arts, Geert-Jan van Houtum
Service Science, Ahead of Print.
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Jam in the Tunnel: On Urban Freight Tunnels, Their Operational Scheduling, and Unused Transport Capacity Service Science (IF 2.704) Pub Date : 2024-02-09 Nils Boysen, Dirk Briskorn, Johannes Rupp, Stefan Schwerdfeger
Service Science, Ahead of Print.
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The Effects of Homegrown Rule on Efficiency of Sports Teams: Evidence from the English Premier League Service Science (IF 2.704) Pub Date : 2024-02-06 Seung Min Shin, Kyunghwa Chung, Changhee Kim
Service Science, Ahead of Print.
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Improving Hotels’ Operational Efficiency Through ESG Investment: A Risk Management Perspective Service Science (IF 2.704) Pub Date : 2023-12-19 Kyunghwa Chung, Lan Thi Mai Nguyen, Dung Thi Thuy Nguyen
Service Science, Ahead of Print.
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Service Science Editorial Board, 2023 Service Science (IF 2.704) Pub Date : 2023-12-13
Service Science, Volume 15, Issue 4, Page C3-C3, December 2023.
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Appreciation to Referees, 2023 Service Science (IF 2.704) Pub Date : 2023-12-13
Service Science, Volume 15, Issue 4, Page 302-303, December 2023.
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Space Booking with Multistage Online VCG Mechanism: A Simulation Study Toward Practical Application Service Science (IF 2.704) Pub Date : 2023-11-16 Bingxin Du, Nariaki Nishino, Koji Kimita
Service Science, Ahead of Print.
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Analysis of Real-Time Order Fulfillment Policies: When to Dispatch a Batch? Service Science (IF 2.704) Pub Date : 2023-10-30 Natarajan Gautam, Joseph Geunes
Service Science, Ahead of Print.
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B&B Customer Experience and Satisfaction: Evidence from Online Customer Reviews Service Science (IF 2.704) Pub Date : 2023-10-11 Mengke Jia, Hak-Seon Kim, Shuting Tao
Service Science, Ahead of Print.
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Service Science Editorial Board, 2023 Service Science (IF 2.704) Pub Date : 2023-09-18
Service Science, Volume 15, Issue 3, Page C3-C3, September 2023.
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Exploring the New Frontier: Decentralized Financial Services Service Science (IF 2.704) Pub Date : 2023-09-01 Enric Junqué de Fortuny, Yifei Zhang
Service Science, Ahead of Print.
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Can Customer Arrival Rates Be Modelled by Sine Waves? Service Science (IF 2.704) Pub Date : 2023-07-13 Ningyuan Chen, Ragıp Gürlek, Donald K. K. Lee, Haipeng Shen
Service Science, Ahead of Print.
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Exploring Customer Citizenship Behavior Through Customer–Organization Identification Service Science (IF 2.704) Pub Date : 2023-07-10 Lishan Xie, Wenxuan Zhang, Xinhua Guan, Tzung-Cheng Huan
Service Science, Ahead of Print.
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Service Science Editorial Board, 2023 Service Science (IF 2.704) Pub Date : 2023-06-13
Service Science, Volume 15, Issue 2, Page C3-C3, June 2023.
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Competitive Bundling and Offer Design in a Symmetric Bertrand Duopoly Service Science (IF 2.704) Pub Date : 2023-05-31 Guillaume Roels, Araz Khodabakhshian, Uday S. Karmarkar
Service Science, Ahead of Print.
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Can Third-Party Sellers Benefit from a Platform’s Entry to the Market? Service Science (IF 2.704) Pub Date : 2023-03-24 Yiting Deng, Christopher S. Tang, Wei Wang, Onesun Steve Yoo
Service Science, Ahead of Print.
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The Impact of Healthcare Delivery Complexity on Practices for Clinical Quality Improvement: A Case of Healthcare Workers’ Hand Hygiene Compliance Service Science (IF 2.704) Pub Date : 2023-03-24 Wenlin Chen, Chung-Li Tseng, Cynthia Tseng
Service Science, Ahead of Print.
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Health and Economic Impacts of Lockdown Policies in the Early Stage of COVID-19 in the United States Service Science (IF 2.704) Pub Date : 2023-03-17 Alireza Boloori, Soroush Saghafian
Service Science, Ahead of Print.
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After-Sales Services During an Asset’s Lifetime: Collaborative Planning of System Upgrades Service Science (IF 2.704) Pub Date : 2023-03-14 Fiona Sloothaak, Alp Akçay, Geert-Jan van Houtum, Matthieu van der Heijden
Service Science, Ahead of Print.
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An Incentive Mechanism for Private Parking-Sharing Programs in an Imperfect Information Setting Service Science (IF 2.704) Pub Date : 2022-04-08 Pengyu Yan,Xiaoqiang Cai,Feng Chu,Debing Ni,Heng He
This paper proposes a matching-and-pricing mechanism for a drivers’ demand-reporting problem in parking-sharing programs in which owners share their private parking slots with drivers. We generate a driver-slot matching solution by a centralized assignment procedure according to the demand and supply information reported by drivers and owners, respectively, and determine truth-telling pricing by the
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Revenue Management of Group Service Considering Different Quality Levels and Stochastic Customer Patience Service Science (IF 2.704) Pub Date : 2022-03-21 Xuxun Lin,Haiyan Wang
We consider a service that provides different quality levels to customers who are served in groups (referred to as “group service” (GS)). We consider stochastic customer patience and build a multitype service model to maximize service profit. First, we consider a fixed number of service personnel and decompose the model into several subproblems. We then transform the model into a service personnel
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Service Design to Balance Waiting Time and Infection Risk: An Application for Elections During the COVID-19 Pandemic Service Science (IF 2.704) Pub Date : 2022-03-18 Susana Mondschein,Marcelo Olivares,Fernando Ordóñez,Daniel Schwartz,Andres Weintraub,Ignacio Torres-Ulloa,Cristian Aguayo,Gianpiero Canessa
The COVID-19 pandemic has caused great disruption to the service sector, and it has, in turn, adapted by implementing measures that reduce physical contact among employees and users; examples include home-office work and the setting of occupancy restrictions at indoor locations. The design of services in the context of a pandemic requires balancing between two objectives: (i) special measures must
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Operational Adaptation and Innovation During COVID-19: Lessons Learned from Consulting and a Road Map for the Future Service Science (IF 2.704) Pub Date : 2022-03-08 Matthew C. Walsman
The COVID-19 pandemic fundamentally changed professional service firm (PSF) operations, most visible perhaps in the transition to a work from home economy. This study is a deep dive into management consulting (a common type of PSF) and describes the impact of the pandemic on short- and long-term operations. It uses a mixed-method approach to data collection (primary/secondary and quantitative/qualitative)
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The Effects of COVID-19 on the Adoption of “On-the-Shelf Technologies”: Virtual Dressing Room Software and the Expected Rise of Third-Party Reverse-Logistics Service Science (IF 2.704) Pub Date : 2022-03-08 Amir Heiman,Thomas Reardon,David Zilberman
The fashion industry is adapting to the new situation caused by the COVID-19 pandemic by changing the structure of its supply chain, much like other industries that experience exogenous shocks. The pandemic affected conditions of apparel retailers: downstream among consumers and upstream among suppliers. It induced retailers to accelerate the adoption of technologies to make their supply chains more
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Service Supply Chain Fit: Consistency Between Operant Resources and Service Supply Chains Service Science (IF 2.704) Pub Date : 2022-03-07 Raveen R. Menon,Tarikere T. Niranjan,Dayna Simpson
Firms are grappling with multiple challenges because of COVID-19, such as supply discontinuity, disruptions, irregular demand patterns, and service delivery issues, among others. The disruption brought by the pandemic has highlighted the relevance of responsiveness and agility in service chains in particular. The unprecedented nature of the pandemic, however, has made design of agile and responsive
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Optimal Pooling, Batching, and Pasteurizing of Donor Human Milk Service Science (IF 2.704) Pub Date : 2022-03-01 Ruichen Sun,Lisa M. Maillart,Silviya Valeva,Andrew J. Schaefer,Shaina Starks
Human breast milk provides nutritional and medicinal benefits that are important to infants, particularly those who are premature or ill. Donor human milk, collected, processed, and dispensed via milk banks, is the standard of care for infants in need whose mothers cannot provide an adequate supply of milk. In this paper, we focus on streamlining donor human milk processing at nonprofit milk banks
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Dynamic Rebalancing Strategy in Free-Float Bicycle Sharing Systems: Orbit Queues and Two-Sided Matching Service Science (IF 2.704) Pub Date : 2022-03-01 Zhi Pei,Xu Dai,Tianzong Yu,Lu Zhao,Qiao-Chu He
In populous metropolitan areas, the free-floating bicycle-sharing system (FFBSS) acts as an innovative urban mobility as a service, which provides an ease-of-use feature and extra flexibility in contrast to the traditional shared bicycles with docks. In consideration of customer behaviors, such as abandonment and retrial, which occur in FFBSS, a redistribution strategy for shared bicycles among different
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Call for Papers: Service Science/Stochastic Systems Joint Special Issue Service Science (IF 2.704) Pub Date : 2022-03-01 Saif Benjaafar,Shane G. Henderson
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Frontiers in Service Science: Integrating ESG Measures and Supply Chain Management: Research Opportunities in the Postpandemic Era Service Science (IF 2.704) Pub Date : 2022-03-01 Tinglong Dai,Christopher Tang
The COVID-19 pandemic has highlighted the instrumental role of supply chains in delivering economic, human, and societal value. At the same time, the pandemic has intensified interest among businesses, governments, and academics to examine environmental, social, and governance (ESG) issues. In today’s hyper-globalized economy, ESG measures are futile unless they explicitly incorporate a firm’s end-to-end
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A Newsvendor Approach to Design of Surgical Preference Cards Service Science (IF 2.704) Pub Date : 2022-02-14 Berk Görgülü,Vahid Sarhangian
Surgical procedures require a large number of consumable supplies that need to be kept in hospital inventory and transported to the operating rooms (OR) before the surgery. A surgical preference card (SPC) provides a list of items to be prepared for each surgery. For each item, a SPC also specifies how many should be taken to the OR (fill quantity). As the usage of most consumables in the OR is subject
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Types of Consumer Operant Resources and Co-creation in Dialogical Service Relationships Service Science (IF 2.704) Pub Date : 2022-02-08 Berna Tarı Kasnakoğlu,Yunus Kalender,Hatice Gökkaya
This study investigates different types of operant resources and their effects on cocreation by considering the moderation effects of cocreation potential and the provider’s positive attitude. The contextual nature of operant resources is discussed based on how consumers activate resources in different service situations. The first study explores whether context-specific resources contribute to cocreation
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The Impact of the COVID-19 Pandemic on Restaurant Resilience: Lessons, Generalizations, and Ideas for Future Research Service Science (IF 2.704) Pub Date : 2022-02-01 Kate Karniouchina,Kumar Sarangee,Carol Theokary,Raoul Kübler
Pandemics cause business disruptions that have serious implications for the design and delivery of services, leading to adverse performance consequences for services industries. Focusing on the restaurant industry, the authors present a conceptual framework of restaurants’ resilience during a pandemic that is grounded in existing services and strategy research, secondary and qualitative sources, and
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Partner with a Third-Party Delivery Service or Not? A Prediction-and-Decision Tool for Restaurants Facing Takeout Demand Surges During a Pandemic Service Science (IF 2.704) Pub Date : 2022-01-21 Huiwen Jia,Siqian Shen,Jorge Alberto Ramírez García,Cong Shi
Amidst the COVID-19 pandemic, restaurants become more reliant on no-contact pick-up or delivery ways for serving customers. As a result, they need to make tactical planning decisions such as whether to partner with online platforms, to form their own delivery team, or both. In this paper, we develop an integrated prediction-decision model to analyze the profit of combining the two approaches and to
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Embedding Isolation, Contact Tracing, and Quarantine in Transmission Dynamics of the Coronavirus Epidemic—A Case Study of COVID-19 in Wuhan Service Science (IF 2.704) Pub Date : 2021-12-29 Miao Yu,Zhongsheng Hua
Coronaviruses have caused multiple global pandemics. As an emerging epidemic, the coronavirus disease relies on nonpharmacological interventions to control its spread. However, the specific effects of these interventions are unknown. To evaluate their effects, we extend the susceptible–latent–infectious–recovered model to include suspected cases, confirmed cases, and their contacts and to embed isolation
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Service Ecosystem Health: A Transformative Approach to Elevating Service Science Service Science (IF 2.704) Pub Date : 2021-12-01 Raymond P. Fisk,Linda Alkire
Events in the year 2020 threw human service systems into chaotic states, threatening peoples’ lives and livelihoods. Before 2020, there were many profound challenges to human life that had been well documented by efforts such as the United Nations Sustainable Development Goals. The COVID-19 pandemic seems to be a “last straw” crisis that has destabilized modern human civilization. This article diagnoses
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Integrating Chaotic Perspective and Behavioral Learning Theory into a Global Pandemic Crisis Management Framework for Hotel Service Providers Service Science (IF 2.704) Pub Date : 2021-12-01 Dung Le,Giang T. Phi,Truc H. Le
Hotel service providers are among the most affected by the evolving Covid-19 pandemic. Although the consequences of the pandemic on hotel operations have been widely examined, the question of how hotel businesses can revive, innovate, and transform in order to survive and recover remains vastly under-researched. This study aims to provide insights on this important topic by analyzing 312 news articles
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Service Delivery Strategies for Alleviating Pandemic Suffering While Maintaining Profitability Service Science (IF 2.704) Pub Date : 2021-12-01 Omkar Palsule-Desai,Vikrant Vaze,Gang Li,Srinagesh Gavirneni
The postpandemic world requires a renewed focus from service providers on ensuring that all customer segments receive the essential services (food, healthcare, housing, education, etc.) that they need. Philanthropic service providers are unable to cope with the increased demand caused by the social, economic, and operational challenges induced by the pandemic. For-profit service providers offering
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Introduction to the Special Issue on Reimagining the Science of Service in a Post-Pandemic VUCA World, Part 1 Service Science (IF 2.704) Pub Date : 2021-12-01 Marshall Fisher,Andy Neely,Rohit Verma,Saif Benjaafar
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Impacts of Health and Safety Concerns on E-Commerce and Service Reconfiguration During the COVID-19 Pandemic: Insights from an Emerging Economy Service Science (IF 2.704) Pub Date : 2021-12-01 Jason Nguyen,Quan Vu Le,Jasmine Trang Ha
The COVID-19 pandemic has brought unprecedented growth to the e-commerce industry, triggering widespread digital service transformation across various business segments in Vietnam. A pressing concern for both businesses and policymakers is whether the sudden peak in customer interest in e-commerce can be sustained in the future. This research seeks to address this concern by considering whether and
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COVID-19 and Hotel Productivity Changes: An Empirical Analysis Using Malmquist Productivity Index Service Science (IF 2.704) Pub Date : 2021-12-01 Changhee Kim,Hee Jay Kang,Kyunghwa Chung,Kanghwa Choi
This research investigates the impact of COVID-19 on hotel productivity change using the Malmquist Productivity Index (MPI). For 26 U.S. hotel brands, productivity changes over 10 quarters from the first quarter of 2018 to the second quarter of 2020 were analyzed. After the COVID-19 outbreak, the investigated hotels’ productivity deteriorated. Decomposition revealed that, whereas technical efficiency
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Caring for an Aging Population in a Post-Pandemic World: Emerging Trends in the U.S. Older Adult Care Industry Service Science (IF 2.704) Pub Date : 2021-12-01 Lu Kong,Kejia Hu,Matthew Walsman
This paper examines older adult care services during the outbreak of the COVID-19 global pandemic. Specifically, it investigates emerging developments initiated or augmented by the pandemic and discusses their permanency in a postpandemic world. Primary survey data are collected from both older adult care-providing organizations (supply) and individuals receiving or considering care (demand) in the
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Who Are the Gatekeepers? An Examination of Diversity in INFORMS Journal Editorial Boards Service Science (IF 2.704) Pub Date : 2021-09-01 Laker J. Newhouse,Margaret L. Brandeau
Publishing in respected scholarly journals is critical to academic success. However, if journal editorial boards fail to reflect the diversity of thought in a field, worthy work may be overlooked. This study assesses the level of diversity in the editorial boards of the 16 INFORMS journals. We examine gender, whether an individual is an underrepresented minority, and institutional affiliation, and
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The Effects of Sister-Store Presence and Market Competition on Product Assortment: Evidence from Book Retailing Service Science (IF 2.704) Pub Date : 2021-09-01 Tao Chen,Yu Jeffrey Hu,Mohammad Rahman,Jiong Sun
When consumers’ preferred products are not carried by the retail chain store they visit, they may switch to purchasing these products from nearby sister stores of the same chain or from nearby competing stores. Such within- and across-chain substitution effects are enhanced as store-level product assortment information becomes increasingly available to consumers. It is important for scholars and practitioners
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Integrated Vehicle Routing and Service Scheduling Under Time and Cancellation Uncertainties with Application in Nonemergency Medical Transportation Service Science (IF 2.704) Pub Date : 2021-09-01 Xian Yu,Siqian Shen,Huizhu Wang
In this paper, we consider an integrated vehicle routing and service scheduling problem for serving customers in distributed locations who need pick-up, drop-off, or delivery services. We take into account the random trip time, nonnegligible service time, and possible customer cancellations, under which an ill-designed schedule may lead to undesirable vehicle idleness and customer waiting. We build
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On the Impact of Treatment Restrictions for the Indigent Suffering from a Chronic Disease: The Case of Compassionate Dialysis Service Science (IF 2.704) Pub Date : 2021-09-01 Olga Bountali,Sila Çetinkaya,Vishal Ahuja
We analyze a congested healthcare delivery setting resulting from emergency treatment of a chronic disease on a regular basis. A prominent example of the problem of interest is congestion in the emergency room (ER) at a publicly funded safety net hospital resulting from recurrent arrivals of uninsured end-stage renal disease patients needing dialysis (a.k.a. compassionate dialysis). Unfortunately,
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Calls for Papers—Platforms and Innovative Marketplaces for Services Service Science (IF 2.704) Pub Date : 2021-09-01 Gad Allon,Baojun Jiang,Lizhen Xu,Saif Benjaafar
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Cost of Cash: Evidence from Cashiers Service Science (IF 2.704) Pub Date : 2021-06-01 I. P. L. Png,Charmaine H. Y. Tan
An important but overlooked cost of payments in retailing is the cost on checkout cashiers. This paper examines the compensating wage differential that cashiers require to handle payments in cash. First, a multicountry panel data study shows that cashier wages increase with retail cash usage, which is consistent with cashiers requiring compensation to handle cash. Second, in a discrete choice experiment
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Selling Virtual Items in Free-to-Play Games: Transparent Selling vs. Opaque Selling Service Science (IF 2.704) Pub Date : 2021-06-01 Yifan Jiao,Christopher S. Tang,Jingqi Wang
The market for online games is huge, but research on the economics of online game operations remains nascent. In this paper, we focus on “free-to-play” online games in which a game provider offers players an option to purchase game-specific virtual goods (items) for improving their winning chances before the game begins. Because selling virtual items is the main revenue stream in free-to-play games
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Value of Stars on Broadway: A Case Study Service Science (IF 2.704) Pub Date : 2021-06-01 Kyle D. S. Maclean
Highly qualified employees are a critical element of a service experience. Utilizing the theatre metaphor, we showcase a method to value these employees with a case study on Broadway. Using a novel data set that includes Broadway show revenues, private expense data, and actor usage, our case study shows that stars were associated with increased revenues in the weeks they were present. However, after
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Call for Papers—Special Issue of Service Science: Innovation in Transportation-Enabled Urban Services Service Science (IF 2.704) Pub Date : 2021-03-01 Niels Agatz,Soo-Haeng Cho,Hai Wang,Saif Benjaafar
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Frontiers in Service Science: Fintech Operations—An Overview of Recent Developments and Future Research Directions Service Science (IF 2.704) Pub Date : 2021-03-01 Baile Lu,Shuai Hao,Michael Pinedo,Yuqian Xu
In this paper, we provide a survey of recent developments in the fintech (financial technology) industry, focusing on the operational structures, the technologies involved, and the operational risks associated with the new systems. In particular, we discuss payment systems, algorithmic trading, robo-advisory, crowdfunding, and peer-to-peer lending. In the conclusion section, we discuss various promising
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Integrating Price-Incentive and Trip-Selection Policies to Rebalance Shared Electric Vehicles Service Science (IF 2.704) Pub Date : 2020-12-01 Zihao Jiao,Lun Ran,Xin Liu,Yuli Zhang,Robin G. Qiu
Because electric vehicle sharing (EVS) offers the advantages of high flexibility and convenience, it has been receiving increasing attention worldwide as an effective approach to easing traffic congestion and environmental pollution. However, unbalanced electric vehicle distribution is an obstacle in the development of EVS. In this paper, we propose an integrated strategy to mitigate the imbalance
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Individualized Pricing for a Cloud Provider Hosting Interactive Applications Service Science (IF 2.704) Pub Date : 2020-12-01 Hossein Jahandideh,Julie Ward Drew,Filippo Balestrieri,Kevin McCardle
We consider a cloud provider that hosts interactive applications, such as mobile apps and online games. Depending on the traffic of users for an application, the provider commits a subset of its resources (hardware capacity) to serve the application. The provider must choose a dynamic pricing mechanism to indirectly select the applications hosted and maximize revenue. We model the provider’s pricing
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Frontiers in Service Science: The Management of Data Analytics Services: New Challenges and Future Directions Service Science (IF 2.704) Pub Date : 2020-12-01 Francis de Véricourt,Georgia Perakis
In this short paper, we discuss the impact of data analytics in services and delineate future research directions for the field. After illustrating how data analytics are transforming different service sectors, we consider the provision of data analysis as a service in its own right. We discuss how the very nature of data and certain features of the machine learning method give rise to new issues and
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Frontiers in Service Science: Ride Matching for Peer-to-Peer Ride Sharing: A Review and Future Directions Service Science (IF 2.704) Pub Date : 2020-09-25 Amirmahdi Tafreshian, Neda Masoud, Yafeng Yin
As a consequence of the sharing economy attaining more popularity, there has been a shift toward shared-use mobility services in recent years, especially those that encourage users to share their p...
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Fee-Based Loyalty Programs: An Empirical Investigation of Benefit Redemption Behavior and Its Effects on Loyalty Service Science (IF 2.704) Pub Date : 2020-09-25 Matthew C. Walsman, Michael J. Dixon
Loyalty program (LP) membership gives customers access to benefits such as free, discounted, or upgraded products or services; however, firms are increasingly charging customers enrollment fees for...