Itai Gurvich
Assistant 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.
RESEARCH PAPERS
- 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]
- Armony M., Gurvich I.
(2006) When Promotions Meet Operations: Cross Selling and Its Effect
on Call-Center Performance. . Manufacturing and Service Operations Management (M&SOM)
- forthcoming [article] [appendix]
- Gurvich I., Armony, M.,
Maglaras, C. (2006) Cross-Selling in a Call Center with a
Heterogeneous Customer Population. Operations Research 57(2),
pp. 299-313. [article] [appendix]
- Gurvich I.,
Whitt W. (2006) Service-Level Differentiation in Many-Server
Service System Via Queue-Ratio Routing.
Operations Research – forthcoming [article]
- Allon G., Gurvich I.,
(2007) Pricing and Dimensioning
Competing Large-Scale Service Providers. Manufacturing and Service Operations Management (M&SOM)
- forthcoming [article]
- Gurvich I., Whitt W.
(2007) 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]
- Gurvich I.,
Whitt W. (2007) Queue-and-idleness-ratio controls in many-server
service systems. Math of OR, 34(2), pp. 363-396. [article]
- Allon G.,
Bassamboo A., Gurvich I. (2007) “We Will
be Right with You": Managing Customers with Vague Promises. Revised,
December 2008. [article]
- Gurvich I., Zeevi A. (2008) Validity of
Heavy-Traffic Steady-State Approximations in Open Queueing
Networks: Sufficient conditions involving state-space collapse. Revised,
December 2008.
- Gurvich I.,
Luedtke J., and Tezcan T. (2009) Staffing Call-Centers With Uncertain Demand Forecasts: A Chance-Constraints
Approach. Submitted, May 2009. [article]
ONGOING RESEARCH
- Gurvich I.,
Liberman P. and Mandelbaum A. Empirical Analysis of Skill Based Routing in
Call Centers: A Queueing-Science Perspective
- Gurvich I.,
Overflow models with many-servers: Transient and Steady-State analysis
- Feldman Z.,
Gurvich I. and Whitt W. Managing quality of service in call centers via
Queue-Ratio Routing: Asymptotic analysis and simulation-based optimization