Itai Gurvich

Associate Professor

Kellogg School of Management

Northwestern University

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

EDUCATION

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]

 

COMPLETED PAPERS

  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. (2014) Collaboration and Multitasking in Networks: Architectures, Bottlenecks and Throughput. Forthcoming in Manufacturing and Service Operations Management (M&SOM)  [article]
  19. Soh S.B and Gurvich I. Call-center staffing: Service-level-differentiation and Gcµ rules. Revised January 2014 [article]
  20. Gurvich I., Lariviere M. and Moreno-Garcia A. Staffing service systems when capacity has a mind of its own. Under Revision
  21. Zhang et. al. Hospital Readmission Reduction Program: An Economic and Operational Analysis. Revised April 2015 [article]
  22. Soh S.B and Gurvich I. Duality in staffing problems: Between holding costs and waiting constraints. September 2014. [article]
  23. Deo S.. Gurvicn I. and Park E. Does limiting time on ambulance diversion reduce diversions? Signaling equilibrium and the network effect. Under revision.
  24. Gurvich I., Van Mieghem J. Collaboration and Multitasking in Networks: Capacity versus Queue Control. March 2015. [article] [companion]