Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280114
Junxiu Jia, R. Du, Q. Hu
With a new durable good appearing, the price of old type tends to decrease and the performance of the new type tends to be improved. Thus consumers with purchasing desire have two choices of buying a new one or the old one. A discrete time Markov decision process model is presented first with the consumer reserve prices to different durable generations as states, whose objective is to maximize consumer's purchasing value. Then several assumptions and modifications of the MDP model are given. Purchasing value reward in a stage includes durables' physical value and perceived value by introducing a new concept of perceived coefficient. The higher the reserve price, the more probable the consumer purchases the product in a higher price. Optimal purchasing points exist in a special case with two generations attracting the consumer in one stage, and optimal purchasing decisions vary with the consumers' preference, which are shown with a numerical example.
{"title":"Consumer's Optimal Decision of Purchasing the Durable Electronic Goods","authors":"Junxiu Jia, R. Du, Q. Hu","doi":"10.1109/ICSSSM.2007.4280114","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280114","url":null,"abstract":"With a new durable good appearing, the price of old type tends to decrease and the performance of the new type tends to be improved. Thus consumers with purchasing desire have two choices of buying a new one or the old one. A discrete time Markov decision process model is presented first with the consumer reserve prices to different durable generations as states, whose objective is to maximize consumer's purchasing value. Then several assumptions and modifications of the MDP model are given. Purchasing value reward in a stage includes durables' physical value and perceived value by introducing a new concept of perceived coefficient. The higher the reserve price, the more probable the consumer purchases the product in a higher price. Optimal purchasing points exist in a special case with two generations attracting the consumer in one stage, and optimal purchasing decisions vary with the consumers' preference, which are shown with a numerical example.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130663045","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280171
He Shu-guang, Li Li, Qi Er-shi
Based on the study of the processes of telecommunication call centers, the service quality metrics of the call centers are put forward. And the mode of the continuous service quality improvement of the call centers based on data warehouse and data mining is studied. Then the process of the IVR (interactive voice response) is analyzed and a mode for the efficiency improvement of IVR is put forward based on the exchange of the orders of the service items in the IVR. Then a service quality metrics of the agents, the ratio of recall in one hour, is put forward. This metrics can be used in the performance analysis of the agents. Furthermore, the model of the performance analysis and control of the ASA (average speed of answer) based on data mining and SPC (statistical process control) is put forward. At last, a method for forecasting the call arriving in is put forward based the time series analysis using dynamic data mining. The result certified that the efficiency and service quality of the telecommunication call center can be improved obviously using the method in this paper.
{"title":"Study on the Continuous Quality Improvement of Telecommunication Call Centers Based on Data Mining","authors":"He Shu-guang, Li Li, Qi Er-shi","doi":"10.1109/ICSSSM.2007.4280171","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280171","url":null,"abstract":"Based on the study of the processes of telecommunication call centers, the service quality metrics of the call centers are put forward. And the mode of the continuous service quality improvement of the call centers based on data warehouse and data mining is studied. Then the process of the IVR (interactive voice response) is analyzed and a mode for the efficiency improvement of IVR is put forward based on the exchange of the orders of the service items in the IVR. Then a service quality metrics of the agents, the ratio of recall in one hour, is put forward. This metrics can be used in the performance analysis of the agents. Furthermore, the model of the performance analysis and control of the ASA (average speed of answer) based on data mining and SPC (statistical process control) is put forward. At last, a method for forecasting the call arriving in is put forward based the time series analysis using dynamic data mining. The result certified that the efficiency and service quality of the telecommunication call center can be improved obviously using the method in this paper.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"73 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123494241","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280207
D. Deng, M. Purvis
Automatic software effort estimation is important for quality management in the software development industry, but it still remains a challenging issue. In this paper we present an empirical study on the software effort estimation problem using a benchmark dataset. A number of machine learning techniques are employed to construct an integrated data analysis approach that extracts useful information from visualisation, feature selection, model selection and validation.
{"title":"Software Metric Estimation: An Empirical Study Using An Integrated Data Analysis Approach","authors":"D. Deng, M. Purvis","doi":"10.1109/ICSSSM.2007.4280207","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280207","url":null,"abstract":"Automatic software effort estimation is important for quality management in the software development industry, but it still remains a challenging issue. In this paper we present an empirical study on the software effort estimation problem using a benchmark dataset. A number of machine learning techniques are employed to construct an integrated data analysis approach that extracts useful information from visualisation, feature selection, model selection and validation.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127874446","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280292
Hailiang Meng, R. Ren, Mingxia Xie
This paper presents new evidence on information asymmetries in a pure order-driven stock market. Using the trade data from the Chinese stock market (CSM), we employ the VAR model proposed by Hasbrouck (1991a, b) to analyze the information content of trades, and find that there is a lag for the private information completely impounding into the stock price. In addition, as the finding of numerous earlier studies, our results imply that trade information appears to be larger for stocks with smaller market value and infrequently traded. Finally, comparing with previous findings, we find that there is a larger amount of asymmetric information on the CSM.
{"title":"Informed Trade on the Chinese Stock Market: An Empirical Investigation","authors":"Hailiang Meng, R. Ren, Mingxia Xie","doi":"10.1109/ICSSSM.2007.4280292","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280292","url":null,"abstract":"This paper presents new evidence on information asymmetries in a pure order-driven stock market. Using the trade data from the Chinese stock market (CSM), we employ the VAR model proposed by Hasbrouck (1991a, b) to analyze the information content of trades, and find that there is a lag for the private information completely impounding into the stock price. In addition, as the finding of numerous earlier studies, our results imply that trade information appears to be larger for stocks with smaller market value and infrequently traded. Finally, comparing with previous findings, we find that there is a larger amount of asymmetric information on the CSM.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"40 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125655154","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280222
Qi Liu, Mingzhi Li
Online intermediaries play an important role in facilitating transactions in electronic commerce. In this paper we apply the insights from the emerging economic literature on two-sided markets and platform competition to the analysis of intermediaries in electronic commerce. In particular we are interested in answering the following questions: (1) How to categorize intermediaries in electronic commerce? (2) What are the optimal pricing schemes in the building of an electronic intermediary platform? (3)What are the appropriate governance structures of e-commerce intermediaries in different industries? Cases based on China's e-commerce practices will be cited for the validation of the theoretical arguments.
{"title":"Intermediaries as Two-Sided Markets in Electronic Commerce","authors":"Qi Liu, Mingzhi Li","doi":"10.1109/ICSSSM.2007.4280222","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280222","url":null,"abstract":"Online intermediaries play an important role in facilitating transactions in electronic commerce. In this paper we apply the insights from the emerging economic literature on two-sided markets and platform competition to the analysis of intermediaries in electronic commerce. In particular we are interested in answering the following questions: (1) How to categorize intermediaries in electronic commerce? (2) What are the optimal pricing schemes in the building of an electronic intermediary platform? (3)What are the appropriate governance structures of e-commerce intermediaries in different industries? Cases based on China's e-commerce practices will be cited for the validation of the theoretical arguments.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115982517","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280242
B. Xie
Based on literature reviews and an ODM (original development manufacturing) case study, this paper presents influences on ODM capabilities from vertical integration (VEI) and virtual integration (VII) decisions. A new concept for extended vertical integration and a three-dimension model for virtual integration are discussed. Extended vertical integration can offer ODM manufacturers an advantage with agility. Virtual integration through physical, information and relationship factors can help manufacturers improve reliability of quality and delivery.
{"title":"Building ODM Capability through Vertical and Virtual Integration","authors":"B. Xie","doi":"10.1109/ICSSSM.2007.4280242","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280242","url":null,"abstract":"Based on literature reviews and an ODM (original development manufacturing) case study, this paper presents influences on ODM capabilities from vertical integration (VEI) and virtual integration (VII) decisions. A new concept for extended vertical integration and a three-dimension model for virtual integration are discussed. Extended vertical integration can offer ODM manufacturers an advantage with agility. Virtual integration through physical, information and relationship factors can help manufacturers improve reliability of quality and delivery.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129976825","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280245
Zhao Lin-du, Tang Lei
As one kind of business strategies, dynamic pricing is defined to adjust the price of the commodity in the sale process with the change of channel, product, customer and time. Due to the influence of time on the quality and the value of fresh food, it is necessary for supermarket to implement dynamic pricing strategy. Firstly, the paper separates the whole sale process into several periods, then analyses the effects of the quality of fresh food in each period on customers' demands, the spoilage and the inventory cost. Finally, the paper develops a multi-period demand-driven dynamic pricing model and gives some numerical examples. The purpose of this paper is to provide a pricing tool for supermarket to obtain maximum yield or profit.
{"title":"Multi-Period Demand-Driven Dynamic Pricing Model for Fresh Food in Supermarket","authors":"Zhao Lin-du, Tang Lei","doi":"10.1109/ICSSSM.2007.4280245","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280245","url":null,"abstract":"As one kind of business strategies, dynamic pricing is defined to adjust the price of the commodity in the sale process with the change of channel, product, customer and time. Due to the influence of time on the quality and the value of fresh food, it is necessary for supermarket to implement dynamic pricing strategy. Firstly, the paper separates the whole sale process into several periods, then analyses the effects of the quality of fresh food in each period on customers' demands, the spoilage and the inventory cost. Finally, the paper develops a multi-period demand-driven dynamic pricing model and gives some numerical examples. The purpose of this paper is to provide a pricing tool for supermarket to obtain maximum yield or profit.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125202116","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280255
Hou Wenting, Cai Xiaoqiang
This paper develops a new version of time-varying shortest path problem. Let G = (V, E) be a directed graph. A set of perishable products will be transferred by vehicles from source s to destination d. Each arc eepsiE has four parameters: transit time b(e, n2, u), transit cost c(e, n2, u), vehicle cost S(e, n2, u, t) and vehicle switching cost I(n1; n2), which are functions of the departure time u at the beginning vertex of the arc, the current time t and the vehicle type used previously n1 and currently n2. What is more, product depreciation value during the time interval [t1, t2] is expressed as Delta(t1, t2) = V(t1) -V(t2), where V(t) is the function of product value at time t. Furthermore, postponement of departure (i.e., waiting) at a vertex is prohibited. In addition, the vehicle type can be switched when arriving at one vertex. The objective is to find the shortest path, delivering the product from source s to destination d with the minimum cost, which is the sum of transit cost, vehicle cost, vehicle switching cost and product depreciation value, subject to the constraint that the total transit time is at most some number T. Algorithm SP-ZWT with pseudo polynomial time complexity is proposed to optimally solve the problems.
{"title":"Time-Varying Shortest Path Problems with Perishable Product and Constraints","authors":"Hou Wenting, Cai Xiaoqiang","doi":"10.1109/ICSSSM.2007.4280255","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280255","url":null,"abstract":"This paper develops a new version of time-varying shortest path problem. Let G = (V, E) be a directed graph. A set of perishable products will be transferred by vehicles from source s to destination d. Each arc eepsiE has four parameters: transit time b(e, n<sub>2</sub>, u), transit cost c(e, n<sub>2</sub>, u), vehicle cost S(e, n<sub>2</sub>, u, t) and vehicle switching cost I(n<sub>1</sub>; n<sub>2</sub>), which are functions of the departure time u at the beginning vertex of the arc, the current time t and the vehicle type used previously n<sub>1</sub> and currently n<sub>2</sub>. What is more, product depreciation value during the time interval [t<sub>1</sub>, t<sub>2</sub>] is expressed as Delta(t<sub>1</sub>, t<sub>2</sub>) = V(t<sub>1</sub>) -V(t<sub>2</sub>), where V(t) is the function of product value at time t. Furthermore, postponement of departure (i.e., waiting) at a vertex is prohibited. In addition, the vehicle type can be switched when arriving at one vertex. The objective is to find the shortest path, delivering the product from source s to destination d with the minimum cost, which is the sum of transit cost, vehicle cost, vehicle switching cost and product depreciation value, subject to the constraint that the total transit time is at most some number T. Algorithm SP-ZWT with pseudo polynomial time complexity is proposed to optimally solve the problems.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130853451","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280112
Ning-jun Zhang, Yong-zhong Jiang, Li Qin
To connect service employee's organizational commitment with customer perception is strategically important for service organizations. Based on Bagozzi's (1992) Attitude Model, this paper proposes that service climate represents an appraisal of various facets of the work environment. The result of this appraisal is an emotional response. Organizational commitment is regarded as an emotional response of the positive appraisal of the work environment. The result of this commitment is a coping intention that seeks to make great effort to satisfy customers. Both role-play and non-role-play customer service behaviors are positively related to customer's perception of satisfaction and service quality. Implications of these results in terms of both theory and practice are discussed.
{"title":"Connecting Service Employee's Organizational Commitment with Customer Perception: A Conceptual Model","authors":"Ning-jun Zhang, Yong-zhong Jiang, Li Qin","doi":"10.1109/ICSSSM.2007.4280112","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280112","url":null,"abstract":"To connect service employee's organizational commitment with customer perception is strategically important for service organizations. Based on Bagozzi's (1992) Attitude Model, this paper proposes that service climate represents an appraisal of various facets of the work environment. The result of this appraisal is an emotional response. Organizational commitment is regarded as an emotional response of the positive appraisal of the work environment. The result of this commitment is a coping intention that seeks to make great effort to satisfy customers. Both role-play and non-role-play customer service behaviors are positively related to customer's perception of satisfaction and service quality. Implications of these results in terms of both theory and practice are discussed.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"77 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131297540","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2007-06-09DOI: 10.1109/ICSSSM.2007.4280126
H. Fang, Yujun Zheng
Under the environment with complex sets of objectives and constraints, traditional approaches for logistics scheduling and planning typically result in a large monolithic model that is difficult to solve, understand, and maintain. The paper proposes a multi-agent constraint programming framework for logistics scheduling, especially under the dynamic and/or difficult circumstances such as traffic jam and natural and man-made disasters. In our framework, an asynchronous team of intelligent agents cooperate with each other to produce a set of non-dominated solutions that show the tradeoffs between objectives, and evolve a population of solutions towards a Pareto-optimal frontier. The framework has been successfully applied in real-world logistics scheduling, and demonstrate its capability to produce reliable and high-performance solutions with multi-objective optimization.
{"title":"An A-Team Based Framework for Logistics Scheduling","authors":"H. Fang, Yujun Zheng","doi":"10.1109/ICSSSM.2007.4280126","DOIUrl":"https://doi.org/10.1109/ICSSSM.2007.4280126","url":null,"abstract":"Under the environment with complex sets of objectives and constraints, traditional approaches for logistics scheduling and planning typically result in a large monolithic model that is difficult to solve, understand, and maintain. The paper proposes a multi-agent constraint programming framework for logistics scheduling, especially under the dynamic and/or difficult circumstances such as traffic jam and natural and man-made disasters. In our framework, an asynchronous team of intelligent agents cooperate with each other to produce a set of non-dominated solutions that show the tradeoffs between objectives, and evolve a population of solutions towards a Pareto-optimal frontier. The framework has been successfully applied in real-world logistics scheduling, and demonstrate its capability to produce reliable and high-performance solutions with multi-objective optimization.","PeriodicalId":153603,"journal":{"name":"2007 International Conference on Service Systems and Service Management","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2007-06-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115233794","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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