Throbbing Between Two Lives: Resource Pooling in Service Supply Chains

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dc.contributor.authorvan Oorschot, Kim
dc.contributor.authorWang, Yan
dc.contributor.authorAkkermans, Henk
dc.date.accessioned2017-12-28T00:44:40Z
dc.date.available2017-12-28T00:44:40Z
dc.date.issued2018-01-03
dc.description.abstractResource pooling is known to benefit performance through reduced congestion, but primarily in settings with homogenous demand. In settings where demand is heterogeneous, pooling can be counter effective. The effects of pooling of staff when demand is heterogeneous and dependent are not known. We present a simulation model based on a service supply chain that delivers Interactive TV to customers. Customers expect high performance in terms of innovativeness and reliability. Based on the results of simulation analysis, we find that when target innovativeness of the service is increased, pooling outperforms not pooling, but the delays that are involved with pooling will make the system and hence its performance unstable. Stable and high performance can be realized through "unbalanced" hiring. This means that a target performance increase in the upstream stage of the chain (innovation), is accompanied by hiring staff in the downstream stages of the chain (QA and operation).
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2018.137
dc.identifier.isbn978-0-9981331-1-9
dc.identifier.urihttp://hdl.handle.net/10125/50024
dc.language.isoeng
dc.relation.ispartofProceedings of the 51st Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectDigital Services and the Digitalization of Services
dc.subjectInnovation, Operation, Resource pooling, Service supply Chain, System Dynamics,
dc.titleThrobbing Between Two Lives: Resource Pooling in Service Supply Chains
dc.typeConference Paper
dc.type.dcmiText

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