Organized by


Providence University

Supported by


National Science Council (NSC)


International Chinese Association of Quantitative Management


The School of Business, National Taichung University of Science and Technology


College of Science, National Chung Hsing University

Plenary Speakers

A Queuing Approach to Service Economics

Zhe George Zhang
Department of Decision Sciences, Western Washington University,
&
Beedie School of Business, Simon Fraser University

The phenomenal growth of the service industry is widely recognized as a natural process for a developing economy to evolve into a developed or post-industrial economy. As a result of such a process, excessive congestion becomes one of the most important issues in both public and private sectors. For example, in some two-tier healthcare systems, private hospitals compete with public hospitals for patients for both ER and non-emergent services. In urban transportation systems, traffic jams are not mitigated by building more highways or roads; therefore, they continue to cause serious air pollution and waste the time of thousands of commuters in major metropolitan areas around world. Nowadays, companies in communication services (say, mobile or internet) face tougher global competition so any service delay or interruption may result in business failures or bankruptcies. This service-dominated market trend calls for the research of practitioners in order to improve service performance. Therefore, more and more researchers and practitioners propose and foster discussions on empirical and theoretical work on service-based economics and management to meet the needs of service sectors more effectively. Queuing theory, once popular in studying the call centers and computer communication systems, is again playing an important role in addressing the increasingly serious congestion issue in service systems. This talk will focus on the current state and future trend of the queuing approach to analyzing the service systems and generating both qualitative and quantitative insights about economic behaviors of service systems.