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

  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. (2006) When Promotions Meet Operations: Cross Selling and Its Effect on Call-Center Performance. . Manufacturing and Service Operations Management (M&SOM) - forthcoming [article] [appendix]
  3. 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]
  4. Gurvich I., Whitt W. (2006) Service-Level Differentiation in Many-Server Service System Via Queue-Ratio Routing. Operations Research – forthcoming [article]
  5. Allon G., Gurvich I., (2007) Pricing and Dimensioning Competing Large-Scale Service Providers. Manufacturing and Service Operations Management (M&SOM) - forthcoming [article]
  6. 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]
  7. Gurvich I., Whitt W. (2007) 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. (2007) “We Will be Right with You": Managing Customers with Vague Promises. Revised, December 2008. [article]
  9. 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.
  10. 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

  1. Gurvich I., Liberman P. and Mandelbaum A. Empirical Analysis of Skill Based Routing in Call Centers: A Queueing-Science Perspective
  2. Gurvich I., Overflow models with many-servers: Transient and Steady-State analysis
  3. Feldman Z., Gurvich I. and Whitt W. Managing quality of service in call centers via Queue-Ratio Routing: Asymptotic analysis and simulation-based optimization