Miao Yu, Jun Gong, Jiafu Tang and Fanwen Kong
The purpose of this paper is to provide delay announcements for call centers with hyperexponential patience modeling. The paper aims to employ a state-dependent Markovian…
Abstract
Purpose
The purpose of this paper is to provide delay announcements for call centers with hyperexponential patience modeling. The paper aims to employ a state-dependent Markovian approximation for informing arriving customers about anticipated delay in a real call center.
Design/methodology/approach
Motivated by real call center data, the patience distribution is modeled by the hyperexponential distribution and is analyzed by its realistic significance, with and without delay information. Appropriate M/M/s/r+H2 queueing model is structured, including a voice response system that is employed in practice, and a state-dependent Markovian approximation is applied for computing abandonment. Based on this approximation, a method is proposed for estimating virtual delays, and it is investigated about the problem of announcing virtual delays to customers upon their arrival.
Findings
There are two parts of findings from the results obtained from the case study and a numerical study of simulation comparisons. First, using an H2 distribution for the abandonment distribution is driven by an empirical study which shows its good fit to real-life call center data. Second, simulation experiments indicate that the model and approximation are reasonable, and the state-dependent Markovian approximation works very well for call centers with larger pooling. It is concluded that our approach can be applied in a voice response system of real call centers.
Originality/value
Many results pertain to announcing delay information, customer reactions and links to estimating hyperexponential distribution based on real data that have not been established in previous studies; however, this paper analytically characterizes these performance measures for delay announcements.
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Miao Yu, Jun Gong and Jiafu TANG
The purpose of this paper is to provide a framework for the optimal design of queueing systems of call centers with delay information. The main decisions in the design of such…
Abstract
Purpose
The purpose of this paper is to provide a framework for the optimal design of queueing systems of call centers with delay information. The main decisions in the design of such systems are the number of servers, the appropriate control to announce delay anticipated.
Design/methodology/approach
This paper models a multi-server queueing system as an M/M/S+M queue with customer reactions. Based on customer psychology in waiting experiences, a number of different service-level definitions are structured and the explicit computation of their performance measures is performed. This paper characterizes the level of satisfaction with delay information to modulate customer reactions. Optimality is defined as the number of agents that maximize revenues net of staffing costs.
Findings
Numerical studies show that the solutions to optimal design of staffing levels and delay information exhibit interesting differences, especially U-shaped curve for optimal staffing level. Experiments show how call center managers can determine economically optimal anticipated delay and number of servers so that they could control the trade-off between revenue loss and customer satisfaction.
Originality/value
Many results that pertain to announcing delay information, customer reactions, and links to satisfaction with delay information have not been established in previous studies, however, this paper analytically characterizes these performance measures for staffing call centers.
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Chengkuan Zeng, Shiming Chen and Chongjun Yan
This study addresses the production optimization of a cellular manufacturing system (CMS) in magnetic production enterprises. Magnetic products and raw materials are more critical…
Abstract
Purpose
This study addresses the production optimization of a cellular manufacturing system (CMS) in magnetic production enterprises. Magnetic products and raw materials are more critical to transport than general products because the attraction or repulsion between magnetic poles can easily cause traffic jams. This study needs to address a method to promote the scheduling efficiency of the problem.
Design/methodology/approach
To address this problem, this study formulated a mixed-integer linear programming (MILP) model to describe the problem and proposed an auction and negotiation-based approach with a local search to solve it. Auction- and negotiation-based approaches can obtain feasible and high-quality solutions. A local search operator was proposed to optimize the feasible solutions using an improved conjunctive graph model.
Findings
Verification tests were performed on a series of numerical examples. The results demonstrated that the proposed auction and negotiation-based approach with a local search operator is better than existing solution methods for the problem identified. Statistical analysis of the experiment results using the Statistical Package for the Social Sciences (SPSS) software demonstrated that the proposed approach is efficient, stable and suitable for solving large-scale numerical instances.
Originality/value
An improved auction and negotiation-based approach was proposed; The conjunctive graph model was also improved to describe the problem of CMS with traffic jam constraint and build the local search operator; The authors’ proposed approach can get better solution than the existing algorithms by testing benchmark instances and real-world instances from enterprises.
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Jiafu Su, Qun Bai, Stavros Sindakis, Xuefeng Zhang and Tao Yang
The vulnerability of multinational corporation (MNC) knowledge network is one of the major causes for the failure and even the death of MNCs in the fierce global market…
Abstract
Purpose
The vulnerability of multinational corporation (MNC) knowledge network is one of the major causes for the failure and even the death of MNCs in the fierce global market competition. Employee turnover and knowledge loss are the triggers for the MNC knowledge network vulnerability and a matter of serious concern in the evolution and development of MNC knowledge network. The purpose of this work is to propose a valid and quantitative measurement method to investigate the influence of employee loss and knowledge loss on the vulnerability of MNC knowledge network.
Design/methodology/approach
MNC knowledge network is inherently a heterogeneous network where there are mainly two types of units: employees and their knowledge. Therefore, this paper establishes a weighted super-network model for MNC knowledge network to depict its heterogeneous composition. On the basis of the weighted MNC knowledge super-network, the static and dynamic vulnerability measurement methods are further proposed to investigate and evaluate MNC knowledge network vulnerability.
Findings
A real case is given to illustrate the applicability of the proposed weighted MNC knowledge super-network model and the network vulnerability measurement methods. The results show the super-network model proposed in this paper can effectively embody the complex features of MNC knowledge network, and the vulnerability measurement methods can effectively investigate the influence of employee loss and knowledge loss on network vulnerability.
Originality/value
From the perspective of super-network, researchers and practitioners can get a more systematic and deeper understanding of the MNC knowledge network and its human and knowledge resource constitute which are vital for the evolution and development of MNC. Moreover, the MNC knowledge network vulnerability measurement methods can effectively measure and analyze the influence of resource loss on network vulnerability, which can provide a helpful decision support for monitoring and managing of MNC knowledge network vulnerability to reduce its adverse effects.
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Na Zhang, Yu Yang, Jiafu Su and Yujie Zheng
Because of the multiple design elements and complicated relationship among design elements of complex products design, it is tough for designers to systematically and dynamically…
Abstract
Purpose
Because of the multiple design elements and complicated relationship among design elements of complex products design, it is tough for designers to systematically and dynamically express and manage the complex products design process.
Design/methodology/approach
To solve these problems, a supernetwork model of complex products design is constructed and analyzed in this paper. First, the design elements (customer demands, design agents, product structures, design tasks and design resources) are identified and analyzed, then the sub-network of design elements are built. Based on this, a supernetwork model of complex products design is constructed with the analysis of the relationship among sub-networks. Second, some typical and physical characteristics (robustness, vulnerability, degree and betweenness) of the supernetwork were calculated to analyze the performance of supernetwork and the features of complex product design process.
Findings
The design process of a wind turbine is studied as a case to illustrate the approach in this paper. The supernetwork can provide more information about collaborative design process of wind turbine than traditional models. Moreover, it can help managers and designers to manage the collaborative design process and improve collaborative design efficiency of wind turbine.
Originality/value
The authors find a new method (complex network or supernetwork) to describe and analyze complex mechanical product design.
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Abstract
Purpose
The purpose of this paper is to propose a valid and quantitative measurement method of knowledge diffusion efficiency for the knowledge collaboration networks (KCNs).
Design/methodology/approach
This paper builds a weighted KCN model with the node and edge weights. Based on the weighted KCN, the factors of knowledge diffusion efficiency are proposed and analyzed. Then, the knowledge transfer effect between two nodes is proposed and measured by comprehensively integrating the above factors. Furthermore, the main metric of efficiency of knowledge diffusion is proposed by modifying Latora and Marchiori’s model of efficiency of network.
Findings
A case is studied to illustrate the applicability of the proposed weighted network model and the knowledge diffusion efficiency measurement method. The results show the methods proposed in this paper can better measure and analyze the knowledge diffusion efficiency of KCNs than the traditional un-weighted methods and the subjective evaluation methods.
Originality/value
The real KCNs are always weighted networks. The weighted model of KCN can better reflect the real networks than the un-weighted model. Based on the weighted networks, the measurement methods proposed in this paper can more efficiently and accurately measure and evaluate the knowledge diffusion efficiency than the traditional methods. This study can help researchers to better understand knowledge diffusion theoretically, and provide managers with a decision support for knowledge management in practice.
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Qun Bai, Senming Tan, Zheng Yuelong, Jiafu Su and Li Tingting
This study investigates the credit supervision issue in rural e-commerce. By studying the trading strategies of buyers and sellers under different credit supervision measures and…
Abstract
Purpose
This study investigates the credit supervision issue in rural e-commerce. By studying the trading strategies of buyers and sellers under different credit supervision measures and the impact of different pricing strategies on the trading strategies of both parties, this paper proposes regulatory suggestions for the increasingly severe credit problems in rural e-commerce.
Design/methodology/approach
In the online agricultural product transaction between farmers and consumers, both parties' decision-making is a dynamic process. Using the copying dynamic model of the evolutionary game, this study establishes two evolutionary game models to explore the factors affecting credit supervision in the rural e-commerce transaction process. Then, the study provides corresponding countermeasures and suggestions.
Findings
First, credit supervision measures implemented by rural e-commerce platforms and the Government's legal system construction and infrastructure construction guarantees influence both parties' trust choices in rural e-commerce transactions. Second, price is a key factor affecting both parties' trading strategies. In the case of relatively fair prices, the higher the proportion of farmers who choose “low price” and “honest transaction” strategies, the easier that is for consumers to choose to trust farmers. In contrast, the higher the price, the higher the proportion of consumers who choose the “trust farmers” strategy, and the more willing farmers are to choose honest transactions.
Originality/value
This work develops a new approach for analyzing rural e-commerce credit supervision. Moreover, this study helps establish and improve the credit supervision mechanism of rural e-commerce and further realize the long-term sustainable development of the rural economy.
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Xingxin Zhao, Jiafu Su, Taewoo Roh, Jeoung Yul Lee and Xinrui Zhan
The purpose of this study is to examine the impact of technological diversification (TD) on enterprise innovation performance, meanwhile focusing on the moderating effects of…
Abstract
Purpose
The purpose of this study is to examine the impact of technological diversification (TD) on enterprise innovation performance, meanwhile focusing on the moderating effects of various organizational slack (i.e. absorbed and unabsorbed slack) and ownership types (i.e. state-owned or privately-owned) in the context of Chinese listed firms.
Design/methodology/approach
This study formulates five hypotheses based on organization and agency theories. Our empirical analysis employs a fixed-effect regression estimator with a unique panel dataset of Chinese-listed manufacturing firms and 13,566 firm-year observations over 9 years from 2012 to 2020.
Findings
Our findings show that an inverted U-shaped relationship exists between TD and innovation performance, varying with different types of organizational slack and ownership. In state-owned enterprises (SOEs), unabsorbed slack negatively moderates the inverted U-shaped relationship; however, in privately-owned enterprises (POEs), this relationship is positively moderated. Although absorbed slack has negative moderating effects in both SOEs and POEs, its impact is only significant for POEs.
Practical implications
Our results imply that organizational slack has a contrasting impact on the relationship between TD and innovation performance when the type of ownership varies. Therefore, the managers that intend to achieve optimal innovation performance through TD should understand how organizational slack can be leveraged.
Originality/value
This study contributes to the existing literature by applying the relationship between TD and innovative performance to the transition economy, as well as examining the double-edged sword impact of state ownership on firm innovation performance.
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Shan Chen, Meiqi Fang, Linlin Wang, Jiafu Su and Junbo Tuo
This paper intends to address the decision-making and coordination of green supply chain (GSC) considering risk-averse manufacturers under mixed carbon policy.
Abstract
Purpose
This paper intends to address the decision-making and coordination of green supply chain (GSC) considering risk-averse manufacturers under mixed carbon policy.
Design/methodology/approach
This paper focuses on a GSC consisting of a manufacturer and a retailer, in which the manufacturer is risk-averse (R-A). This paper employs Stackelberg game theory and mean variance analysis to assess the pricing decision-making process under various scenarios. Furthermore, cost-sharing contracts are introduced to coordinate the GSC.
Findings
The research results suggest that the green level of the product and the profit of the GSC under a centralized scenario are higher than those under a decentralized scenario, while the retail price is lower. Under the decentralized scenario, the green level of product, wholesale price and manufacturer’s profit in the R-A scenario are lower than the values in the risk-neutrality scenario, while retailer's profit is higher. In addition, when a cost-sharing contract is utilized for coordination in the GSC, it can lead to Pareto improvement, regardless of whether the manufacturer makes risk-neutrality or R-A decisions.
Originality/value
This research provides a deeper understanding of GSC decision-making and coordination strategy under mixed carbon policy with consideration of R-A from a theoretical perspective and provides decision support for enterprises to choose strategies in practice.
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Shan Chen, Fuli Zhou, Jiafu Su, Longxiao Li, Biyu Yang and Yandong He
The paper investigates firms' optimal pricing policies and green strategies in a dynamic green supply chain with consideration of different retail service strategies. The purpose…
Abstract
Purpose
The paper investigates firms' optimal pricing policies and green strategies in a dynamic green supply chain with consideration of different retail service strategies. The purpose of the paper is to address the following research questions: (1) What are the optimal pricing policies and green strategies of the dynamic decentralized supply chain with the competitive or supportive retail service? (2) How does the dynamic consumer's perception of green product affect these equilibrium solutions?
Design/methodology/approach
The paper establishes the dynamic game models and then derives a firm's instantaneous and steady-state feedback equilibrium solutions in three scenarios as follows: (1) the integrated supply chain; (2) the decentralized supply chain with competitive retail service and (3) the decentralized supply chain with supportive retail service. Finally, we conduct numerical analyses to compare the firm's instantaneous and steady-state equilibrium solutions and profit in the three scenarios.
Findings
The theoretical and numerical analysis results suggest that the supportive retail service is less inefficient than the competitive retail service in the decentralized supply chain and that the types of retail service have no influence on the green strategy. Moreover, a firm's myopia leads to lowering the greenness degree, retail service level and severe price competition, resulting in economic losses. Consumers’ initial perception of greenness degree determines whether the retailer should adopt the skimming pricing strategy or penetration pricing strategy. Furthermore, only when consumers’ perception of greenness degree is higher than a threshold, will the manufacturer produce green product with positive greenness degree.
Originality/value
This is one of few studies on the effect of different types of retail service on horizontal competition in green supply chain. The extension of the static study by adopting differential game approaches provides researchers with a deeper understanding of the application of retail service in green supply chain.