We invite you to attend the MSOM Service Management SIG Day presentations this weekend, June 5 & 6 (link). The program as is follows:
SERVICE OPERATONS IN CALL/CONTACT CENTERS: Saturday, June 5, 10:30am EDT
- Personalized Priority Policies in Call Centers Using Past Customer Interaction Information
- Brett Hathaway, Seyed Emadi, Vinayak Deshpande
- Discussant: Zeynep Aksin
- The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes
- Authors: Andrew Daw, Antonio Castellanos, Galit Yom-Tov, Jamol Pender, Leor Gruendlinger
- Discussant: Armann Ingolfsson
INFORMATION SHARING IN QUEUEING SYSTEMS: Saturday, June 5, 12:30pm EDT
- Information Design for Congested Social Services: Optimal Need-Based Persuasion
- Authors: Krishnamurthy Iyer, Jerry Anunrojwong, Vahideh Manshadi
- Discussant: Rouba Ibrahim
- Order Now, Pickup in 30 Minutes: Managing Queues with Static Delivery Guarantees
- Authors: Mehdi Farahani, Milind Dawande, Ganesh Janakiraman
- Discussant: Opher Baron
MACHINE LEARNING: Sunday, June 6, 10:30am EDT
- Machine Learning for Demand Estimation in Long Tail Markets
- Authors: Fanyin Zheng, Hammaad Adam, Pu He
- Discussant: Ashwin Venkataraman
- Learning Best Practices: Can Machine Learning Improve Human Decision-Making?
- Authors: Park Sinchaisri, Hamsa Bastani, Osbert Bastani
- Discussant: Ryan Buell
ONLINE PLATFORMS: Sunday, June 6, 12:30pm EDT
- Randomized FIFO Mechanisms
- Authors: Hongyao Ma, Francisco Castro, Hamid Nazerzadeh, Chiwei Yan
- Discussant: Achal Bassamboo
- Experimental Design in Two-Sided Platforms: An Analysis of Bias
- Authors: Hannah Li, Ramesh Johari, Gabriel Weintraub
- Discussant: Nicolas Stier-Moses
RETAIL OPERATIONS: Sunday, June 6, 2:30pm EDT
- Slow and sure, or fast and furious? An empirical study about omnichannel demand sensitivity to fulfillment lead time
- Authors: Tom Tan, Stanley Lim, Fei Gao
- Discussant: Santiago Gallino
- When is Assortment Optimization Optimal?
- Author: Will Ma
- Discussant: Ruxian Wang
We'd also like to take a moment to thank the many people who generously gave their time to help review the almost 100 submissions to the SIG. The Reviewers (listed in alphabetic order of first names) were:
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Achal Bassamboo
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Amy Ward
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Ashish Kabra
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Ashwin Venkataraman
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Brad Staats
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Chaitanya Bandi
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Chenguang (Allen) Wu
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Dennis Zhang
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Divya Singhvi
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Diwakar Gupta
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Dmitry Mitrofanov
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Elena Belavina
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Esmaeil Keyvanshokooh
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Fanyin Zheng
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Francsico Castro
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Gad Allon
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George Ball
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Guillaume Roels
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Hyun Seok (Huck) Lee
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Jacob Feldman
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Jiahua Wu
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Jing Dong
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Jingqi Wang
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Ken Moon
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Kimon Drakopoulos
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Krishnamurthy Iyer
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Laurens Debo
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Luyi Yang
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Man Yu
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Masha Shunko
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Maxime Cohen
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Mehmet Ayvaci
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Michael Freeman
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Ming Hu
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Nan Liu
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Necati Tereyagoglu
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Negin Golrezaei
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Nick Arnosti
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Ohad Perry
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Opher Baron
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Ovunc Yilmaz
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Park Sinchaisri
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Peng Shi
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Pengfei Guo
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Pengyi Shi
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Philipp Afeche
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Qiuping Yu
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Ronghuo Zheng
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Rouba Ibrahim
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Ruihao Zhu
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Ruomeng Cui
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Ruxian Wang
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Ryan Buell
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Santiago Gallino
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Saravanan Kesavan
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Senthil Veeraraghavan
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Shiliang Cui
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Soroush Saghafian
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Srikanth Jagabathula
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Stanley Lim
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Tava Olsen
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Tinglong Dai
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Tom Tan
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Vahideh Manshadi
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Vince Slaugh
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Vishal Ahuja
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Wang Chi Cheung
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Weiming Zhu
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Yannis Stamatopoulos
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Lastly, we'd like to thank conference organizers Owen Wu and Alfonso Pedraza-Martinez for their tireless behind-the-scenes work to make this conference happen. We owe them a drink next time we all meet up in person.
Thanks, and hope to see you this weekend.
Bob Batt & Srikanth Jagabathula
2021 Service Management SIG Conference Co-Chairs
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Srikanth Jagabathula
Associate Professor of Tech, Ops, and Stats
NYU Stern School of Business
New York NY
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