Hospitals are complex systems with essential societal benefits and huge mounting costs. These costs exacerbated by inefficiencies in hospital processes, which often manifested congestion long delays patient care. Thus, a queueing-network view of flow hospitals is natural for studying improving its performance. The goal our research to explore data through the lens queueing scientist. means exploratory analysis (EDA) large Israeli hospital, reveals important features that not readily...

We analyze a queueing model that we call Erlang-R, where the “R” stands for reentrant customers. Erlang-R accommodates customers who return to service several times during their sojourn within system, and its modeling power is most pronounced in time-varying environments. Indeed, it was motivated by healthcare systems, which offered-loads vary over time patients often go through repetitive process. helps answer questions such as how many servers (physicians/nurses) are required achieve...

We investigate the impact of delay announcements on coordination within hospital networks using a combination empirical observations and numerical experiments. offer evidence th...

In a number of service systems, there can be substantial latitude to vary rates. However, although speeding up rate during periods congestion may address present issue, it actually exacerbate the problem by increasing need for rework. We introduce state-dependent queuing network where times and return probabilities depend on “overloaded” “underloaded” state system. use fluid model examine how different definitions “overload” affect long-term behavior system provide insight into impact using...

Many service systems exhibit slowdowns when the system is congested. Our goal in this paper to investigate phenomenon and its effect on performance. We modify Erlang-A model account for carry out performance analysis quality- efficiencydriven (QED) regime. find that load sensitivity low, can achieve QED performance, but square-root staffing parameter requires an adjustment same as ordinary queue. When high, alternates randomly between a efficiency-driven (ED) regime levels, we refer...

In customer support contact centers, every service interaction involves a messaging dialogue between and an agent; together, they exchange information, solve problems, collectively co-produce the service. Because progression is shaped by history of conversation thus far, we propose bivariate marked Hawkes process cluster model customer-agent interaction. To evaluate our stochastic service, apply it to industry center data set containing nearly 5 million messages. Through both novel residual...

In the quest to improve services, companies offer customers option interact with agents via texting. Such contact centers face unique challenges compared traditional call centers, as measuring customer experience proxies like abandonment and patience involves uncertainty. A key source of this uncertainty is silent abandonment, where leave without notifying system, wasting agent time leaving their status unclear. Silent also obscures whether a was served or left. Our goals are measure...

Problem definition: Research in operations management has focused mainly on system-level load, ignoring the fact that service agents and customers express a variety of emotions may impact processes outcomes. We introduce concept emotional load—the demands customer behaviors impose agents—to analyze how affect worker’s behavior. Academic/practical relevance: Most theories organizational behavior literature predict expressed by reduce agent’s cognitive abilities therefore, should speed (e.g.,...

Hospitals are complex systems with essential societal benefits and huge mounting costs.These costs exacerbated by inefficiencies in hospital processes, which often manifested congestion long delays patient care.Thus, a queueing-network view of flow hospitals is natural for studying improving its performance.The goal our research to explore data through the lens queueing scientist.The means exploratory analysis (EDA) large Israeli hospital, reveals important features that not readily...

This study introduces affect-as-information theory to the service encounter, integrates it with peak and end model of affect, thereby shows that these dynamic customer employee affective displays can be used estimate post-encounter satisfaction. A large-scale dataset 23,645 real-life text-based (i.e., chat) encounters a total 301,280 genuine messages written by customers employees were test our hypotheses. Automatic sentiment analysis was deployed assess in every individual text message as...

We adjust sentiment analysis techniques to automatically detect customer emotion in on-line service interactions of multiple business domains. Then we use the adjusted tool report insights about dynamics chats, using a large data set Telecommunication interactions. Our analyses show emotions starting out negative and evolving into positive as interaction ends. Also, identify close relationship between dynamicsduring concepts failure recovery. This connection manifests quality...

In customer support contact centers, a successful service interaction involves messaging dialogue between and an agent. Both parties depend on one another for information problem solving, this defines co-produced process. paper, we propose, develop, compare new stochastic models co-production in center. A key observation is that the agent's has cross- self-exciting dynamics within each conversation. The cross-excitation stems from two responding to another, self-excitation captures party...

Summary We advance the theoretical and practical understanding of affect in service interactions by conceptualizing employees customers as concurrent participants same interaction. analyzed employees' emotional labor requirements, which comprise both well‐recognized requirement to display positive (i.e., acting is response independent) less‐recognized attend customers' affective displays dependent). found support for our hypotheses across two studies, compare within interactions. In Study 1,...

Background Medical care is highly complex in that it addresses patient-centered health goals require the coordination of multiple providers. Emergency department (ED) patients currently lack a sense predictability about ED procedures. This increases frustration and aggression. Herein, we describe system for providing real-time information to regarding procedures their medical journey. Objective study aimed develop provides with dynamically updated specific expected waiting times personal...

Problem definition: We study open-shop service networks where customers go through multiple services. were motivated by a partnering health screening clinic, are routed dispatcher and operational performance is measured at two levels: micro-level, via waits for individual services, macro-level, overall wait. Both measures reflect customer experience could support its management. Our analysis revealed that long increased along the process. Such give rise to negative waiting increasing shape...

In the quest to improve services, companies offer customers opportunity interact with agents through contact centers, where communication is mainly text-based. This has become one of favorite channels in recent years. However, centers face operational challenges, since measurement common proxies for customer experience, such as knowledge whether have abandoned queue and their willingness wait service (patience), are subject information uncertainty. We focus this research on impact a main...

Problem definition : We study the problem of designing a dynamic invitation policy for proactive service systems with finite customer patience under scarce capacity. In such systems, prior knowledge regarding value or importance is used to decide whether company should offer not. Academic/practical relevance Proactive are becoming more popular, as data availability and machine-learning techniques developed forecast needs. However, very little known about efficient use tools promote manage...

Problem definition: Delay announcements have become an essential tool in service system operations: They influence customer behavior and network efficiency. Most current delay announcement methods are designed for relatively simple environments with a single station or stations tandem. However, complex systems, such as healthcare often fork-join (FJ) structures. Such systems usually suffer from long delays result of both resource scarcity process synchronization, even when queues fairly...

Many service systems exhibit slowdowns when the system is congested. Our goal in this paper to investigate phenomenon and its effect on performance. We modify Erlang-A model account for perform an asymptotic analysis Quality-and-Efficiency Driven (QED) regime. find that load sensitivity low, can achieve QED performance, but square root staffing parameter requires adjustment same performance as ordinary queue. When high, alternates randomly between a Efficiency regime levels. To stabilize...

Motivation Patients with hematological malignancies are susceptible to life-threatening infections after chemotherapy. The current study aimed evaluate whether management of such patients in dedicated inpatient and emergency wards could provide superior infection prevention outcome. Methods We have developed an approach allowing retrieve infection-related information from unstructured electronic medical records a tertiary center. Data on 2,330 adults receiving 13,529 chemotherapy treatments...

Problem definition: Emergency Departments (EDs) impose a complicated service process on patients and accompanying family members (from now: people). ED typically encounter long waits, various procedures, multiple staff members. People lack knowledge about the elements their journey will comprise. We suggest that providing people Personalized Information Operations Time (PIOT), i.e., information procedures anticipated wait times, improve sense of understanding progress during journey,...