Itai Gurvich

Associate Professor

Kellogg School of Management

Northwestern University



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

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



  1. Gurvich I., Armony M. and Mandelbaum A.  (2008) 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. Math of OR 39(1), 121-162  [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. The 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. (2014) Scheduling parallel servers in the non-degenerate slowdown diffusion regime: Asymptotic optimality results. The Annals of Applied Probability, 24(2), 760-810  [article]
  15. Gurvich I., Huang J. and Mandelbaum A. (2012) Excursion-based universal approximations for the Erlang-A queue in steady-state. Math of OR 39(2), 325-373  [article]
  16. Gurvich I., Ward A. (2014) On the dynamic control of matching queues. Stochastic Systems, 4, 1-45 [article]
  17. Gurvich I. (2013) Diffusion models and steady-state approximations for exponentially ergodic Markovian queues. The Annals of Applied Probability 24(6), 2527-2559 [article]
  18. Gurvich I., Van Mieghem J. (2015) Collaboration and Multitasking in Networks: Architectures, Bottlenecks and Throughput. Manufacturing and Service Operations Management (M&SOM), 17(1), 16-33.  [article]
  19. Zhang et. al. (2015) Hospital Readmission Reduction Program: An Economic and Operational Analysis. Forthcoming in Management Science. [article]



  1. Gurvich I., Van Mieghem J. Collaboration and multitasking in networks: Aligning task priorities and collaboration levels. Revised, September 2015. [article] [companion]
  2. Gurvich I., Lariviere M. and Moreno-Garcia A. Operations in the on-demand economy: Staffing services with self-scheduling capacity. Submitted, November 2015. [article]
  3. Soh S.B and Gurvich I. Duality in staffing problems: Between holding costs and waiting constraints. September 2014. [article]
  4. Soh S.B and Gurvich I. Call-center staffing: Service-level constraints and index priorities. Revised February 2016. [article]
  5. Deo S., Gurvich I. and Park E. Does limiting time on ambulance diversion reduce diversions? Signaling equilibrium and the network effect. Under revision.
  6. Wang et. al. Productivity Losses due to Coordination: An Empirical Study of Generalists in a Hospital. Submitted, March 2016. [article]