报告题目：Service Design with Acclimation and Non-homogeneous Memory Decay

报 告 人：李宜福

报告时间：2020年1月2日，10:30-11:30

报告地点：博学楼I206

主办单位：现代供应链管理研究院

【报告人简介】

李宜福，博士就读于香港科技大学工业工程与物流管理专业。目前于新加坡国立大学工业系统工程与管理系担任研究员。主要研究方向是运营管理，博弈论与供应链管理。目前有多篇论文在国际期刊中审查，其中一篇进入了Manufacturing & Service Operations Management (MSOM) 的第二轮， 一篇在European Journal of Operations Research 的审查中，另一篇在 Transportation Research Part E 的审查中。他的论文曾在2017 INFORMS Service Science Section博士论文竞赛，于第九届POMS-HK 博士论文竞赛中多次获奖。

【摘要】

In today's “experience economy,” service providers increasingly emphasize creating memorable, delightful service experiences.  In this paper, we study the optimal sequencing and selection of activities in a service package to maximize user utility. Empirical literature shows an ideal schedule often entails an interior peak; that is, the peak (i.e., highest-utility) activity is scheduled neither at the beginning nor at the end of the package. Theoretic literature, in contrast, contends the peak activity should be scheduled either at the beginning or at the end. Our paper bridges this gap by developing a theory of interior peaks.  It also provides managerial implications for activity sequencing and selection. We model the activity sequencing and selection problem as a nonlinear optimization problem, and reformulate its objective as an additive function to generate structural insights. We show heterogeneity in memory decay explains the phenomenon of interior peaks. The optimal sequence is in either an "IU" or "UI" shape. An interior peak is optimal when the memory-decay rate of the peak activity is neither too high nor too low. We show it can be optimal to schedule a low point immediately before the peak activity, creating a contrast in customer experience. In addition, as the peak activity becomes more memorable, one might be tempted to move the peak activity to an earlier slot; we show, by contrast, it can be optimal to move the peak activity to a later slot.