Itai Gurvich

Associate Professor

Kellogg School of Management

Northwestern University

e-mail: i-gurvich@kellogg.northwestern.edu

EDUCATION

• Ph.D, Decision, Risk & Operations, Columbia Business School, 2008.

Dissertation topic: ``Staffing and Conrol of Many-Server Service systems’’ [Dissertation in PDF format]

• M.Sc in Operations Research, Technion, Israel Institute of Technology, 2004.

Thesis subject: “Design and Control of the M/M/N Queue with Multi-Type Customers and Many Servers”. [Thesis in PDF Format]

• B.Sc in Industrial Engineering, Technion, Israel Institute of Technology, 2002.

COMPLETED PAPERS

1. Gurvich I., Armony M. and Mandelbaum A. (2005) Service Level Differentiation in Call Centers with Fully Flexible Servers. Management Science 54(2), 279-294. [article] [technical appendix]
2. Armony M., Gurvich I. (2010) When Promotions Meet Operations: Cross Selling and Its Effect on Call-Center Performance. . Manufacturing and Service Operations Management (M&SOM) 12(3), pp. 470-488 [article] [appendix]
3. Gurvich I., Armony, M., Maglaras, C. (2009) Cross-Selling in a Call Center with a Heterogeneous Customer Population. Operations Research 57(2), pp. 299-313. [article] [appendix]
4. Gurvich I., Whitt W. (2010) Service-Level Differentiation in Many-Server Service System Via Queue-Ratio Routing. Operations Research 58(2), pp. 316-328 [article]
5. Allon G., Gurvich I., (2010) Pricing and Dimensioning Competing Large-Scale Service Providers. Manufacturing and Service Operations Management (M&SOM) 12(3), pp. 449-469 [article]
6. Gurvich I., Whitt W. (2009) Scheduling Flexible Servers with Convex Delay Costs In Many-Server Service Systems. Manufacturing and Service Operations Management (M&SOM) 11(2), pp. 237-253 [article]
7. Gurvich I., Whitt W. (2009) Queue-and-idleness-ratio controls in many-server service systems. Math of OR, 34(2), pp. 363-396. [article]
8. Allon G., Bassamboo A., Gurvich I. (2011) “We Will be Right with You": Managing Customers with Vague Promises. Operations Research, 59(6), pp. 1382-1394. [article]
9. Gurvich I. Validity of heavy-traffic steady-state approximations in multiclass queueing networks: The case of queue-ratio disciplines. Forthcoming in Math of OR [article]
10. Gurvich I., Luedtke J., and Tezcan T. (2010) Staffing Call-Centers With Uncertain Demand Forecasts: A Chance-Constraints Approach. Management Science 56(7), pp. 1093-1115. [article]
11. Deo S., Gurvich I. (2011) Centralized vs. Decentralized Ambulance Diversion: A Network Perspective. Management Science, 57(7), pp. 1300-1319. [article] [Technical Appendix]
12. Ata B., Gurvich I. (2012) On optimality gaps in the Halfin-Whitt regime. Annals of Applied Probability, 22(1), 407-455 [article]
13. Gurvich I., Perry O. (2012) Overflow networks: approximations and implications to call center outsourcing. Operations Research 60(4), pp. 996-1009 [article] [Technical appendix]
14. Atar R., Gurvich I. (2011) Scheduling parallel servers in the non-degenerate slowdown diffusion regime: Asymptotic optimality results. Forthcoming in the Annals of Applied Probability [article]
15. Gurvich I., Huang J. and Mandelbaum A. (2012) Excursion-based universal approximations for the Erlang-A queue in steady-state. Forthcoming in Math of OR. [article]
16. Gurvich I., Ward A. (2012) On the dynamic control of matching queues [article]
17. Soh S.B and Gurvich I. On the formulation of staffing problems: Service-level-differentiation revisited [article] [supplement]
18. Gurvich I. Diffusion models and steady-state approximations for exponentially ergodic Markovian queues [article]
19. Gurvich I. Van Mieghem J. Collaboration in Networks: Architectures, Bottlenecks and Throughput [article]