Informs Annual Meeting 2017

WB49

INFORMS Houston – 2017

WB49

6 - Challenges and Opportunities for Operations Research in China in the A.I. Era Dongdong Ge, Professor, Shanghai University of Finance and Economics, School of Information management and eng, 777 Guoding Road, Shanghai, 200433, China, dongdong@gmail.com This talk shares the speaker’s experience, confusion and efforts to answer the recent challenges in teaching and research arising from OR/OM fields due to the coming A.I. era. We try to explain from our observation what happened and what is happening in real industry in China, what are business trends and research opportunities we shall pay attention to, how we shall position OR/OM in a competition with CS, Statistics and other subjects. 361A Psychology of Queueing G++—ª—-+ and Hand Hygiene Sponsored: Behavioral Operations Management Sponsored Session Chair: Kenneth Schultz, Air Force Institute of Technology, Air Force Institute of Technology, WPAFB, OH, 45433, United States, kschultz@afit.edu 1 - Beyond Fixed Effects: A Psychological Perspective on Servers’ Operational Performance in Service Queuing Systems Ahmad M. Ashkanani, Kuwait University, Shuwaikh, Kuwait, aashk965@gmail.com, Benjamin B.Dunford Previous research in service queuing literature has treated servers’ psychological factors as fixed effects, which limits our understanding of the behavioral drivers of servers’ operational performance. Using longitudinal data from servers in a call center with pooled queuing system and limited financial incentives, we find that these factors are more important than currently understood. We find servers reduce their service rate as workload increases, suggesting a social-loafing behavior. However, intrinsically motivated servers were more resilient to workload effects. Finally, we find no evidence for a relationship between extrinsic motivation and servers’ productivity in our setting. 2 - Managing Hand-hygiene as a Prospective Memory Task Reidar Hagtvedt, PhD, University of Alberta School of Busines, 3-23 Business Building, Edmonton, AB, AB T6G 2R6, Canada, hagtvedt@ualberta.ca, Kenneth Schultz, Trish Reay, Sarah Forgie Hand-hygiene is governed by Standard Operating Procedures in health-care settings, but is notable for low adherence. We use prospective memory to provide a theoretical framework for the use of cues, time, and disruptions to prompt hand-hygiene. Using data from a hospital, we use survival analysis to test our hypotheses, and find e.g. that accumulated cues impact adherence. 3 - An Empirical Study of Customer Patience and Abandonment in Online Wait for Customer Service: the Role of Delay Announcements and Customer Meandering Galit Yom-Tov, Technion - Israel Inst of Technology, Haifa, Israel, gality@technion.ac.il, Anat Rafaeli, Monika Westphal We study the impact of delay announcements, and shifting focus to another web location (meandering) on customer patience and abandonment during online wait. 3 experimental studies (n=3329) show that announcing a delay decreases the likelihood to abandon, and that 20% of the customers balk regardless of the delay announced. Also, customers anchor on the delay content, and this affects their likelihood to abandon. Lastly, customer meandering decreases the likelihood to abandon. Our findings carry important implications for the study of queue wait WB48 Kenneth Schultz, Air Force Institute of Technology, Department of Operational Sciences, 2950 Hobson Way, WPAFB, OH, 45433, United States, kschultz@afit.edu, Mohammad Delasay, Armann Ingolfsson, Bora Kolfal We develop a general framework to analyze the influence of system load on service times in queueing systems. Our framework unifies previous results and ties them to possible future studies to help empirical and analytical researchers to investigate and model the ways in which load impacts service times. and the management of service operations. 4 - Load Effects on Service Times

361B Behavioral Operations Contributed Session Chair: Mohammad S. Jalali, Massachusetts Institute of Technology, Cambridge, MA, United States, jalali@mit.edu 1 - The Price of Privacy: Experimental Evidence for the Value of Privacy Rachel Cummings, California Institute of Technology, 1200 E California Boulevard, MC 305-16, Pasadena, CA, 91125, United States, racheladcummings@gmail.com Rachel Cummings, Georgia Institute of Technology, Atlanta, GA, United States, racheladcummings@gmail.com, Katrina A. Ligett, Ori Heffetz We measure people’s willingness to pay for privacy, through a series of multi- player behavioral experiments where we vary the information that players see about the actions of others. In each session, many pairs of participants play a Dictator Game in the same room. After all decisions are made, we reveal a noisy signal about the Dictator’s contribution to their partner that is correct with some (pre-determined) probability, and a random contribution otherwise. By varying the information sharing policy, we can measure how people trade off money for privacy. We show that people’s value for privacy does not match the monotone, linear model that is typically assumed in theory. 2 - Considering Human Decision Making in Revenue Management Given Diverse Decision Tasks Claudia Schuetze, RWTH Aachen University, Kackertstrasse 7, Aachen, 52072, Germany, claudia.schuetze@rwth-aachen.de, Catherine Cleophas Revenue management is a crucial success factor for many service industries. To complement automated revenue management systems, firms employ revenue analysts. Therefore, we investigate human decision making to draw conclusions for the design of decision support systems. Analysts are tasked to balance multiple objectives. As automated revenue management systems rarely consider multiple criterias, we analyse how well analysts are able to do this. Furthermore, analysts influence system parameters rather than accepting individual customer requests. We test this type of analysts’ task, given aspects of anchoring and algorithm trust. 3 - The Combination and Estimation Uncertainty in the Determination of Airlines Personalizing Recommendations Mengxi Chen, Shanghai Jiao Tong University, Huashan Road No.1954, Shanghai, 200030, China, mengxi1002@126.com Strategy of consumer choice are now of increasing significance in both academia and practice for the aviation market. We hope to find out some kind of relationship between variables to gain insight about passengers’ choices in situations where data are sufficiently available in order to fix best personalized contents to each individual passenger. We use data mining for predicting air passengers’ choice, than, an application to the real case of China Airline. We conclude passengers’ dynamic decision making processes provide aviation industry better understanding of the passengers’ choices and develop effective strategies to maintain customer relationship. 4 - A Dynamic Simulation Game for Cybersecurity Capability Development Mohammad S. Jalali, Research Faculty, Massachusetts Institute of Technology, 77 Massachusetts Avenue, Cambridge, MA, 02139, United States, jalali@mit.edu, Zhen Fang Despite the rise of frequency and intensity of cyber attacks, many organizations are still negligent in the management of their cybersecurity practices. As a response to this failing, we developed a simulation game intended to help managers make investment decisions for building cybersecurity capabilities. Experienced professionals in cybersecurity from different industries and non- experienced students participated in the simulation game. We compared their performances and observed several types of behaviors in the results of the simulation runs.

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