Managing Information Intensive Service Facilities: Executive Contracts, Market Information, and Capacity Planning

in Progress – Extended Abstract Word count: 3124 Effectively managing IT service centers such as call centers, computerized diagnostic imaging facilities, data centers, e-commerce sites, SaaS, and telecommunication networks has always been a challenging task, especially, when the managers running the centers possess private information about market condition and their marketing efforts. Prior studies often model IT service centers as queueing systems with exogenous demand and mostly focus on capacity allocation through an internal pricing scheme. Demand uncertainty and managers’ private information (i.e., agency issues) are usually ignored. For service centers in general, customers often experience delays due to stochastic arrivals and random service times. Successfully soliciting market information from the managers becomes critical for the centers’ profitability. If firms invest too much in capacity, while delay costs are under control capacity costs go up. If firms under-inves...

• Type: Conference
• Year: 2010
• Where: HICSS
• Authors: Yabing Jiang, Abraham Seidmann
• Keywords: Biometrics, HICSS 2010, Market Information, Service Centers, System Sciences, True Market Information