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. (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. Revised September 2014 [article]
  21. Zhang et. al. Hospital Readmission Reduction Program: An Economic and Operational Analysis. Revised November 2014 [article]
  22. Soh S.B and Gurvich I. Duality in staffing problems: Between holding costs and waiting constraints. September 2014. [article]
  23. Does limiting time on ambulance diversion reduce diversions? Signaling equilibrium and the network effect. September 2014. [article]