This dissertation contains three essays that study the operational challenges and business innovations in service industries. We investigate how service providers could use wisely designed business models and service systems to induce preferable customer behaviors, and therefore manage demand and optimize revenue. Using a stylized model, we study how customers...
The thesis is concerned with the design and control of large-scaled queueing systems that are operated under heavy traffic, focusing on the following two research questions: For a given queueing system, how to find a proper heavy-traffic limit that accurately approximates various performance metrics? For multi-class queueing systems, how to...