Research

List of Publications:

1. Research Papers

• Armony M., Bambos N., (1999) “Queueing Networks with Interacting Service Resources”, Proceedings of the 37th Annual Allerton Conference on Communication, Control, and Computing, 42-51.

• Armony M., Klincewicz J., Luss H., Rosenwein M., (2000) “Design of Stacked Self-Healing Rings Using a Genetic Algorithm”, Journal of Heuristics, 6, 85-105.

• Armony M. and Haviv M., (2000) “Price and Delay Competition between Two Service Providers”, The European Journal of Operational Research, 147(1) 32-50. [abstract]

• Armony M. and Bambos N., (2003), “Queueing Dynamics and Maximal Throughput Scheduling in Switched Processing Systems”, Queueing Systems, 44, 209-252. [abstract] [full article]

• Armony M. and Maglaras C., (2004) “On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules and System Design”, Operatins Research, 52(2) 271-292. [abstract] [full article]

• Armony M. and Maglaras C., (2004) “Contact Centers with a Call-Back Option and Real- Time Delay Information”, Operations Research, 52(4) 527-545. [abstract] [full article]

• Armony M. and Plambeck E., (2005) “The Impact of Duplicate Orders on Demand Estimation and Capacity Investment”, Management Science, 51(10) 1505-1518. [abstract] [full article]

• Armony M., (2005) “Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers”, Queueing Systems, 51(3-4) 287-329. [abstract] [full article]

• Gurvich I, Armony M., Mandelbaum A., (2008) “Service Level Differentiation in Call Centers with Fully Flexible Servers.” Management Science 54(2) 279-294. [abstract] [full article] [technical appendix]

• Armony M., Plambeck E., Seshadri S., (2009) “Sensitivity of Optimal Capacity to Customer Impatience in an Unobservable M/M/S Queue (Why You Shouldn’t Shout at the DMV).” Manufacturing & Service Operations Management, 11(1) 19-32. [abstract] [full article] [technical appendix]

• Armony M., Shimkin N., Whitt W., (2009) “The Impact of Delay Announcements in Many-Server Queues with Abandonment.” Operations Research, 57(1) 66-81. [abstract] [full article] [supplementary material]

• Armony M., Gurvich I., (2006) "When Promotions Meet Operations: Cross Selling and Its Effect on Call-Center Performance." Operations Research, Forthcoming. [abstract] [full article] [appendix]

• Gurvich I., Armony, M., Maglaras, C.(2009) "Cross-Selling in a Call Center with a Heterogeneous Customer Population." Operations Research, 57(2) 299-313. [abstract] [full article] [appendix]

• Aksin, Z., Armony, M., Mehrotra, V., (2007) "The Modern Call-Center: A Multi-Disciplinary Perspective on Operations Management Research." Production and Operations Management, Special Issue on Service Operations in honor of John Buzacott (ed. G. Shanthikumar and D. Yao) 16 (6) 655-688. [abstract] [full article]

• Armony, M., Ward, A.R., (2008) "Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems." Operations Research, Forthcoming. [full article] [technical appendix]

• Armony, M., Mandelbaum, A., (2008) "Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers." Operations Research, Forthcoming. [full article] [technical appendix]

2. Doctoral Dissertation

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