Prof. Yong-Pin Zhou
University of Washington, Seattle & The University of Hong Kong
Talk:
Setting Quality and Speed in Service Industry with Repeated Customers
Abstract:
We analyze quality, capacity, and pricing decisions for a system in which customers purchase service repeatedly. Customers gain more value from a higher quality level and incur cost due to waiting. Customers choose to join the service based on the expected value of the service. After each service instance, they repeat the purchase depending on the quality perceived. The firm decides on the price, and capacity and quality levels jointly. We analyze these decisions and their relationships.
Biography:
Yong-Pin Zhou received his Ph.D. from the Wharton School at University of Pennsylvania. He is currently an associate professor at the University of Washington, Seattle and also a professor at the University of Hong Kong Business School. Zhou’s main research interests are in the area of service operations management. Specifically, he is interested in the design and allocation of the capacity in stochastic service processes. Furthermore, he is interested in studying the impact of service quality on customer’s service request pattern and lifetime value. Zhou also has done research in supply chain management and revenue/yield management. Zhou’s research has been published in Operations Research, Management Science, Marketing Science, Manufacturing & Service Operations Management (M&SOM), IIE Transactions, IEEE/ACM Transactions on Networking, and Queueing Systems. Zhou serves as Associate Editor for Management Science, Operations Research, and M&SOM. Zhou is also a recipient of the NSF Faculty Early Career Development (CAREER) Award.
