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■ Research Paper
The share of gross domestic product from the service industry reflects the competitiveness
of a nation; the service industry in the USA accounts for around 80% of its gross domestic
product, and it has been increasing gradually. Continual innovations and advances in en-
abling technologies for the service industry are crucial for developed countries to sustain
their leading positions in the globalized economy. To clarify future research directions of
operations research (OR) in the service industry, the state of art of OR has been examined
systematically, the new requirements of OR are identified for its applications in service
industries in comparison with those in manufacturing industries, and the limitations of
existing methodologies and tools have been discussed. This paper was intended to
provide an updated review on how OR has been applied in the service sector in recent
years and what directions the study of OR will be carried forward in the near future.
Under a proposed research framework, recent OR-related articles were collected from
17 leading OR journals and classified into the five most active sectors, that is, transporta-
tion and warehousing, information and communication, human health and social assis-
tance, retails and wholesales, and financial and insurance services. The conclusions on
the limitations of existing studies and the demanding ORs in the service have been drawn
from our summaries and observations from a comprehensive review in this field.
Copyright © 2013 John Wiley & Sons, Ltd.
Keywords literature review; operations research (OR); service industries; systems science;
systems research
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Certainly, manufacturing operations and service achieve the research objectives (typically multi-
operations have several aspects in common, for objectives). Thirdly, in manufacturing, products
example, project planning and scheduling (Zhang have limited categories for logistics, whereas in ser-
et al., 2011; Tao et al., 2012, 2013; Xu et al., 2012b, vice industries, services are intangible and have dif-
2013; Yin et al., 2012a, 2012b; Yu et al., 2013). It ferent natures. Because a service can be of
means that some models and/or theories, which thousands of forms, the delivering process or the in-
have been developed for manufacturing OR, can terfaces with the customers are varied dramatically
be directly applied to the service contexts with no in terms of the service features.
or only little change. However, things are not that From the preceding discussion, one can see
optimistic. There are much more differences that the operational characteristics in the service
between manufacturing and service, which are context are more diverse and complex than those
both a challenge and an opportunity. in manufacturing. Thus, it gives researchers a
To compare the manufacturing and service broader and more challenging field to explore.
industries, we can see them as two similar In recent years, more researches have appeared
processes that utilize all kinds of resources to pro- in the literature in this field. Therefore, it is our
duce tangible products or intangible services for intention in this paper to make an exploratory
customers. Obviously, there are hundreds of activ- effort to obtain an overview of the latest develop-
ities involved in these processes. The differences of ment in OR applications in service industries by
ORs in these two types of businesses are associated reviewing the recent literature.
with the different characteristics of these activities. The remainder of this paper is organized as
According to the process in Figure 1, there are follows. In Section 3, a framework to review the
primarily three differences between the manu- literature is established. In Section 4, the recent
facturing and service contexts, which are critical developments of OR in different service industries
for application of OR methodologies. Firstly, the are classified and analysed. In Section 5, the state
resources for service industries have inconstant of the art of OR and our literature review are
features. In manufacturing, the number of resources summarized and concluded.
(which are typically machines and tools) is usually
fixed, and the composition of the machines (parallel
or in series) is usually set up (at least for a short THE FRAMEWORK OF THE SURVEY
term), whereas in service, not only is the number
variable, but the resources required will also vary Paper Collection
even for the same activity. Secondly, the production
process in service industries is immediate. In To get the latest and representative status of
manufacturing, there is a substantial production OR applications in service industries, we mainly
process from raw materials to work in process collected the articles published in the recent 5 to
and to finished products, and then the finished 6 years in 17 top OR journals, namely, Operations
products are delivered to the customers. But in Research, Management Science, Annals of Operations
service industries, the service is produced at the Research, Mathematical Programming, Mathematics
same time it is delivered. So the relationships are of Operations Research, Manufacturing & Service
more complicated in service industries. Many Operations Management, Naval Research Logistics,
models may have to interact with one another to IIE Transactions, Transportation Science, Operations
Products
Resources Processing or
Service Customers
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Research Letters, European Journal of Operational concerned about how OR theories and methodol-
Research, Production and Operations Management, ogies are applied in service industries, it would
Computers & Operations Research, Journal of be reasonable to classify the papers by their
Operations Management, Journal of the Operational application areas, that is, subsectors in service,
Research Society, Decision Sciences, and Omega. so as to get a better understanding.
These journals largely serve the OR community According to the classification of the US Bureau
and contain a large portion of high-quality of the Census (2007) and the United Nations
researches with OR theories or methodologies. (Statistic Division, 2008), there are 11 subsectors
We searched and collected papers through a of service industries. Table 2 shows the papers we
two-stage process. In the first stage, we used ‘ser- classified in Table 1 in relation to the 11 subsectors.
vice’ as the keyword to do a ‘full-text’ search It shows that the five subsectors with the most
within a database constrained within these active OR researches are transportation and
journals and period (e.g. since 2004), and retrieved warehousing, information and communication,
all related papers as the paper pool. In the second human health and social assistance, retails and
stage, we identified, from the pool, research papers wholesales, and financial and insurance services
that really address decision-making problems in in a descending order. Papers classified within
service industries with OR theories or methodolo- these five sectors account for more than 80% of
gies. We finally obtained 642 papers. Table 1 dem- the total papers. Thus, to get a better and deeper
onstrates the results sorted by journals. understanding, in the next section, we will discuss
in detail OR applications in these five subsectors.
Paper Classification
Analysis Framework
The service industry is a rather big family with its
members owning very different natures and From the selected papers, we will make a
characteristics, so researchers have found it diffi- comprehensive analysis in Section 4. Within each
cult to give it a unified definition. Because we are service subsector, three aspects of an OR study to
Table 1 Operations research applications in service industries published in 17 top operations research journals since 2004
Total papers Papers in service
Journals published (2004-) industries Service/OR %
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
be discussed are research topics, OR models, and the effectiveness of the model should be investi-
research methods and techniques. Here, the analysis gated in practice. In step 1, necessary materials
framework as shown in Figure 2 is introduced on and information are collected for modelling. In
the basis of the general OR work process; we step 2, real problems are abstracted to models,
used this analysis framework to obtain an in- such as linear programming models or queuing
depth understanding of the characteristics of models. This step is critical to the success of the
OR work in service industries. solutions. In step 3, the solutions to the defined
Operations research is a science facilitating problems are obtained via a variety of methods
decision-making in operational activities. There- or techniques. Thus, the same problem may be
fore, every study starts from a real-life opera- formulated into different models and, further-
tional decision, which is called a research topic in more, to get solutions of different levels through
this paper. As shown in Figure 2, given a to-be- different methods.
solved problem, there is a general sequence of In this paper, we focus on the application
steps to be followed in an OR study, namely, aspects of OR studies in service industries. It is
problem analysis (including data collection), model- the basic objective of this survey to show what
ling, model resolving, and verification. In addition, kinds of topics have been investigated through
Problems to be solved
for decision makers
Problems with
Constraints and
Analysis
Models Step 2: Modeling
Framework
Models
Optimal Solutions
Step 4: Verification
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
OR studies in recent years and to what extent OR (2007), the information and communication indus-
methodologies have helped various fields in try sector comprises establishments engaged in the
service industries. To achieve this objective, in following processes: (i) producing and distributing
the next section, we will organize the discussions information and cultural products; (ii) providing
according to the research topics. Furthermore, we the means to transmit or distribute these products
will examine how different problems have been as well as data or communications; and (iii) pro-
modelled and solved, especially when there are cessing data. The results of classification are shown
different researches addressing the same topics. in Table 3. It appears that the largest proportion of
Thus, we could have a comprehensive under- work is on information transmitting and communica-
standing of the characteristics of the develop- tion industries, although the other two categories
ment in this field. are covered as well.
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Two articles have been found on studying the following services: TV or radio broadcasting,
the versioning policies (including number of wired telecommunications, and wireless telecommuni-
versions and price of each version) for the cations. Because ITs are the critical infrastructure
maximization of profit. However, Bhargava and that supports these service activities, many opera-
Choudhary (2008) modelled the profit formula- tions in these industries are often executed through
tion with customer types in the constraints and ITs as opposed to business operations (Xu, 2011).
derived a simple rule to decide when versioning So researches in these industries can be divided
can bring in the largest profit. In another into two groups, that is, business operational prob-
research, Wu and Chen (2008) included piracy lems and IT operational problems, respectively.
cost in their optimal constraints; through a sim- Table 4 shows the research topics organized by cat-
ple model and a general model, they illustrated egories and groups.
the relationships between versioning and piracy. Broadcasting Industries. Bollapragada and
Another type of study concerned the operations Garbiras (2004) investigated the scheduling of
in software vulnerability management, and it had automated commercials on TV to fulfil multiple
a completely different perspective. Arora et al. requirements; an integer program model was
(2008) formulated a two-stage model involving a developed for the situation where the penalty
social planner who pursues the vulnerability cost was used as the objective function to be
disclosure policy at the first stage and a vendor minimized, and a heuristic algorithm was used
who pursues its cost minimization based on the to obtain near-optimal scheduling solutions.
disclosure policy at the second stage. Cavusoglu Bollapragada and Mallik (2008) presented a
et al. (2008) considered a game theoretic model of model to provide an optimal allocation of rating
the strategic interaction between a software ven- point between two advertisement markets.
dor and a firm that used the software. Their objec- Mannino (2006) studied the resource alloca-
tives were to minimize the respective costs by tions among several analogue and digital broad-
choosing the patch-release policy or patch-update casting networks to maximize the total coverage
policy. On the basis of this model, the authors revenue of all the networks. Frequencies and
analysed different scenarios and examined the emission powers of transmitters of all networks
effects of the two policies. were decided. Because the problem has been
Other studies were about the solutions to proven as an NP-hard problem, the authors uti-
bundle pricing of information goods. Hitt and lized a two-stage heuristic algorithm.
Chen (2005) and Wu et al. (2008) used a non- Wireless Telecommunications. In recent years,
linear mixed-integer programming to decide on various wireless applications have been widely
the optimal customized bundling and pricing to used (Li et al., 2012). Therefore, more researches
maximize the sellers’ profit. Geng et al. (2005) pro- are attracted by OR problems in this field.
vided guidelines to optimal bundling strategies for Addressed technical problems cover the pro-
information goods with decreased value. Khouja cesses from network set-ups to daily operations.
and Smith (2007) considered the case of informa- In this section, the works in wireless telecommu-
tion products that could be copied perfectly and nications are classified into business OR and
distributed at little or no cost and examined the technical OR. The works in technical OR are
best pricing strategy over time to maximize profit. further decomposed into more detailed aspects.
For the works in business OR, Kim and Hwang
(2009) developed a mathematical model to find
Research in Information Transmitting and discount policies with the maximized average
Communication Industries expected revenues for cell phone carriers while
Information is transmitted through different chan- satisfying a prescribed connection success rate.
nels, such as radio broadcasting, TV broadcasting, Olinick and Rosenberger (2008) presented a
wired network, wireless network, and satellite stochastic revenue optimization model for the
network. Accordingly, information transmitting and code-division multiple-access networks and
communication industries can be categorized into developed a super-gradient algorithm to solve
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Broadcasting
OR in Business Commercial scheduling on TV broadcasting (Bollapragada and
Garbiras,
2004; Bollapragada and Mallik, 2008)
OR in IT Network packing problem in territorial broadcasting (Mannino, 2006)
Wireless telecommunication
OR in business Pricing (Olinick and Rosenberger, 2008; Rouskas et al., 2008; Yaiparoj
et al., 2008;
Kim and Hwang, 2009)
Timing (Gavish and Kalvenes, 2004)
OR in IT Frequency assignment (Akella et al., 2005; Aardal et al., 2007; Han, 2007;
Kim et al., 2007; Akella et al., 2008; Milas et al., 2008; Touhami et al., 2009)
Base station location and configuration (Chamberland, 2004; Akella
et al., 2005; Bollapragada et al., 2005; Amaldi et al., 2006; d’Halluin
et al., 2007; Paik and Soni, 2007; Rosenberger and Olinick, 2007;
Siomina et al., 2007; Zhang et al., 2007a, 2007b; Akella et al., 2008;
Touhami et al., 2009)
Other network design problems (Jeske and Sampath, 2004; Yang and
Wen, 2005; Vroblefski and Brown, 2006; Siomina et al., 2007; Wu, 2007;
Amiri, 2009)
Resource allocation to users (Lee et al., 2004a, 2004b; Dahl and
Foldnes, 2006; Abrardo et al., 2009; Borst et al., 2009; Mäder and
Staehle, 2009)
Network operation scheme (Jain and Rakhee, 2005; Jeong et al., 2005;
Choi et al., 2008; Machihara and Saitoh, 2008; Papadaki and
Friderikos, 2008; Song and Jamalipour, 2008;
Artalejo and López-Herrero, 2010)
Transmit power (Ata, 2005; Heikkinen an Prekopa, 2005)
Packet scheduling (Shyu et al., 2006; Ciaschetti et al., 2007; Mandal et al.,
2007; Portilla-Figueras et al., 2008)
Wired telecommunication
OR in business Multihoming architecture of Internet service providers (Levy et al.,
2006)
Cooperation between backbone providers (Yong et al., 2006)
Pricing service (Bapna et al., 2005; Anderson et al., 2006; Audestad et al.,
2006; Cancela et al., 2008; Guan et al., 2008; Hosanagar et al., 2008;
Jaisingh et al., 2008)
Revenue management (Oul et al., 2006)
Ads scheduling (Kumar et al., 2006; Lim and Tang, 2006; Feng et al.,
2007; Kumar and Sethi, 2009)
Call centres outsourcing contracts (Yong et al., 2006; Aksin et al., 2008;
Hasija et al., 2008; Ren and Zhou, 2008)
Call centre routing system (Armony and Maglaras, 2004a, 2004b; de
Véricourt and Zhou, 2005; Byers and So, 2007; Gans and Zhou, 2007;
Sisselman and Whitt, 2007; Bassamboo et al., 2009)
Call centre staffing (Armony and Maglaras, 2004a, 2004b; Atlason et al.,
2004; Borst et al., 2004; Harrison and Zeevi, 2005; Wallace and Whitt,
2005; Whitt, 2006a, 2006b; Deslauriers et al., 2007; Atlason et al., 2008;
Bhandari et al., 2008; Bhulai et al., 2008; Cezik and L’Ecuyer, 2008;
Chevalier and Van den Schrieck, 2008; Feldman et al., 2008; Gurvich
et al., 2008; Pot et al., 2008; van Dijk and van der Sluis, 2008;
Bassamboo et al., 2009; Avramidis et al., 2010)
(Continues)
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Table 4 (Continued)
Categories Detailed information
Call centre model analysis design (Artalejo et al., 2007; Kawanishi, 2008;
Shen and Huang, 2008; Ibrahim and Whitt, 2009)
OR in IT Long-distance telephone companies access network (Berger and
Raghavan, 2004)
Internet network design(Chamberland, 2005; Deb et al., 2005; Heyman,
2005; Li et al., 2005; Ye et al., 2005; Borne et al., 2006; Bektas et al., 2008;
Cabral et al., 2008; Cancela et al., 2008)
Specific Internet service mechanism design (Bektas et al., 2007; Kalvenes
and Keon, 2007; Kim et al., 2008; Steyaert et al., 2008)
Telecommunication in general
OR in business Manpower planning (Voudouris et al., 2006)
Service pricing(Zhang et al., 2008)
OR in IT Network design (Meli-an et al., 2004; Riis and Andersen, 2004;
Vroblefski et al., 2005; Smith, 2006; Chao et al., 2009)
Traffic control (Smith, 2004; Loudni et al., 2006; Bose, 2009)
Bandwidth allocation (Khouja and Kumar, 2005; Salles and Barria, 2008;
Tsesmetzis et al., 2008; Yao et al., 2008a; Zukerman et al., 2008)
OR, operations research.
it. Rouskas et al. (2008) investigated the admis- frequency assignment problem and combined
sion control and pricing for a service provider the genetic algorithm with an analytical opti-
through a game model. Yaiparoj et al. (2008) mization algorithm to solve the model. Milas
introduced a novel pricing model for general et al. (2008) studied the spectrum allocation of
packet radio service networks; their objectives the fixed satellite service with the consider-
were to maximize the operators’ overall revenue ation of cochannel interference.
and potentially improve the performance of gen- • Base station location and configuration is also a
eral packet radio service networks. Gavish and traditional problem for the design of a wireless
Kalvenes (2004) formulated the satellite launch network. Amaldi et al. (2006) used mixed-
problem as a Markovian decision model, which integer programming models to locate and
was solved by dynamic programming with the configure base stations in Universal Mobile
consideration of cost containment. Telecommunications System networks; their
The works related to technical OR are classified objectives were to maximize coverage and
and discussed in the following aspects: minimize installation costs. The authors pro-
posed a two-stage tabu search algorithm to find
• Frequency assignment is a traditional and good approximate solutions. For the planning
fundamental problem at the set-up stage in problem of a wideband code-division multiple-
wireless communication networks. In recent access base station, Zhang et al. (2007a)
years, many new models have been developed decomposed the global optimization problem
because of the growing applications of wire- into a set of suboptimizations and used a new
less networks. Aardal et al. (2007) provided a rolling-window optimization method to solve
comprehensive overview on the models and the problem. Chamberland (2004) studied the
methods used for frequency assignment. expansion decision of the network when
Han (2007) defined a frequency reassignment updating the base station subsystem to mini-
problem when a telecommunication network mize the expansion cost; he applied the heuristic
needed to be expanded and developed a novel based on the tabu search to obtain an optimized
decomposition-based heuristic procedure to solution. d’Halluin et al. (2007) discussed
solve large-scale problems. Kim et al. (2007) adding new capacity in the presence of stochas-
devised a formulation for a minimum-span tic wireless demand for services and developed
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
a four-factor algorithm based on a real-options updating the mobiles’ locations, Vroblefski and
formulation. Paik and Soni (2007) presented a Brown (2006) developed a grouping genetic
mathematical model and simulated an algorithm to efficiently solve the planning
annealing-based approach to find optimal loca- problem of registration areas.
tion updates and paging area configuration. • While the network is operating, resources (e.g.
Zhang et al. (2007b) analysed an integer base stations, power, or bandwidth) in the
programming model and its relaxations for up- network can be optimally allocated among
link with integer and non-linear constraints. users within diverse transmission applications.
Rosenberger and Olinick (2007) described a Dahl and Foldnes (2006) examined the
deterministic model and algorithm for the tower problem of allocating base stations to mobile
location; he applied a stochastic model to assign users applying for connections. They naturally
a customer market and optimize revenue given modelled it as a multiknapsack problem with
a set of constructed towers. With the mathemat- assignment restrictions and presented some
ical programming techniques, Siomina et al. linear programming-based approximation algo-
(2007) minimized the total amount of pilot rithms to discuss their usefulness. Borst et al.
power. Bollapragada et al. (2005) studied a (2009) examined the same problem restricted
two-phase, budget-constrained network plan- to downlink but modelled it as an M/M/N
ning problem with multiple hub types and queuing system. Through the analysis of the
demand scenarios; they proposed a greedy model, the authors discussed the potential
algorithm to maximize the expected demand. capacity obtained by different resource
Akella et al. (2005, 2008) investigated decision- allocation strategies. Mäder and Staehle (2009)
making regarding both the base station location examined two service load allocation strategies
and channel allocation with consideration of in a Universal Mobile Telecommunications
different situations such as emergency or System uplink; they built the mathematic model
cochannel and channel interference require- for the two strategies and evaluated their
ments. Touhami et al. (2009) partially integrated performances such as dropping probabilities
the antenna positioning problem and frequency and blocking probabilities. Abrardo et al. (2009)
allocation problems to improve the interference addressed the radio resource (transmission
level and resource utilization. power) allocation problem in the downlink of a
• Survivability is an important factor to the costs multicellular orthogonal frequency-division
of wireless networks. Amiri (2009) tried to multiple-access system; they proposed an exact
integrate survivability of the network into the approach based on a mixed-integer linear pro-
backbone designs to minimize both the diame- gram formulation and two heuristic algorithms
ter and the total length of the network. Yang for the problem. Lee et al. (2004a, 2004b) and
and Wen (2005) considered the survivability investigated a fair bandwidth allocation while
problem by preplanning a delay-constrained minimizing the overhead in multicast networks;
backup path for multicast networks to they formulated it as a non-linear integer
minimize the cost of backup paths. Jeske and programming and solved it by a proposed
Sampath (2004) developed new signal-to- dual-objective tabu search approach.
interference-plus-noise ratio estimators, which • Many operating schemes have been provided to
is an important metric of wireless communica- improve the efficiency of the network. Papadaki
tion link quality. Wu (2007) investigated the and Friderikos (2008) addressed link scheduling
important infrastructure design and expansion in a wireless mesh network by using the approx-
problem for broadband wireless access imate dynamic programming. Jeong et al. (2005)
networks subject to user demand constraints proposed an efficient scheduling algorithm to
and system capacity constraints; the problem maximize system throughout while providing
was modelled as an integer program and solved a level of fairness among users for non-real-
by a heuristic algorithm. To minimize the time data traffic in the downlink of a multiuser
impact on the network’s bandwidth when orthogonal frequency-division multiplexing
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
system. To suggest a congestion control scheme technique, called the block depth-first search,
for a next-generation network-comprehensive to allocate cells to switches.
service, Choi et al. (2008) considered an Wired Telecommunications. Similarly, the works
MMPP/G/1/K queue, which was able to con- in the wired telecommunications are classified
trol arrival rates according to the queue length. into business OR and technical OR. The works
Jain and Rakhee (2005) provided a subrating in technical OR are further decomposed into
channel assignment scheme for a cellular more detailed aspects.
radio network with directed retry to improve For the works in business OR of wired telecom-
the handoff performance of an ongoing call. munications, researches have addressed business
Artalejo and Lopez-Herrero (2010) provided a operations problems at different levels. At the
novel model of a cellular network with matrix strategic level, Levy et al. (2006) examined the
analytic formalism while considering the efficient routing decision of multihoming ISPs;
repeated dials in varying environments; the for- their objective was to minimize the cost under a
malism could be used to measure the business top-percentile pricing by providers. Special cases
performance of the network. Machihara and were analysed within this model. Yong et al.
Saitoh (2008) studied the network performance (2006) discussed the cooperation strategies of
by investigating the effect of the customers’ dif- multiple internet backbone providers to improve
ferent retrial behaviours. Song and Jamalipour routing decisions and service quality; they used
(2008) provided a novel scheme for the handoff queuing models to analyse the QoS under different
decision to enhance the quality of service and interconnection decisions for all the partners, and
maximize network revenue. they utilized game theories to obtain optimal
• Operations research can also assist in the routing strategies and pricing decisions in inter-
process of transmitting data packets. Some connection. Oul et al. (2006) studied the economic
researchers discussed the long-run energy cost benefits of differentiated services and built optimi-
minimization through dynamic control of zation models for managing the website host’s
transmission power subject to a quality-of- connection bandwidth to the Internet. At the
service (QoS) constraint. Ata (2005) modelled operational level, many researches have been
the transmitters as a finite-buffer Markovian published on pricing of various Internet services.
queue with adjustable service rates; he Backbone network owners decide charging
developed an explicit solution to determine schemes for those network access players.
transmission rates. Heikkinen and Prekopa Anderson et al. (2006) illustrated their pricing
(2005) considered the transmit power alloca- mechanism, modelled the utility of each network
tion where both the useful and interference contractor, and analysed their balancing behaviour
coefficients were randomly based on a stochas- in the short and long terms. In the research
tic programming formulation. Ciaschetti et al. performed by Audestad et al. (2006), to provide
(2007) were concerned with the packet sched- decision support for network owners’ to obtain
uling in a transmission frame for downlinks; maximized profits, the dynamic relationships
they applied a pseudo-polynomial algorithm among owners, customers, and competitors are
and a greedy heuristic technique to fulfil the considered; customers and competitors leased the
requirements of QoS of different traffic classes. network from the owner. Jaisingh et al. (2008)
Portilla-Figueras et al. (2008) dealt with the provided different service providers with advice
cell size determination problem subjected to on optimal strategies to collect customers’
the given services and the constraints in the information.
mobile networks. To minimize the cost in There are also researches on pricing in ISP net-
mobile communication services or personal works. Guan et al. (2008) provided a decentralized
communication services, Shyu et al. (2006) ap- auction-based scheme for bandwidth allocation
plied the ant colony optimization approach and pricing in a differentiated service network to
for the assignment of cells to switches. Mandal maximize the service provider’s revenue. Cancela
et al. (2007) presented a state space search et al. (2008) designed a pricing scheme for the
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
situation when the communication capacity of an service firm on how much capacity should be
ISP was larger than the demand; the classic hired; Aksin et al. (2008) characterized the opti-
queuing model M/M/1 was used to obtain the mal pricing and capacity under two contracts.
optimal prices with the maximized revenue. The (2) Routing. Routing schemes investigate how cus-
research by Hosanagar et al. (2008) helped content tomers can be matched to servers to achieve
delivery network owners in pricing their service to the best service level. A customer-scheduling
gain the largest profit; customers’ decision-making scheme with two service types was investi-
was analysed to optimize customers’ utility, and gated to minimize real-time delay; the system
the profit maximization model was developed for was modelled as a two-class M/M/N queuing
the optimal pricing policy. Bapna et al. (2005) system, and an asymptotic policy was pro-
explored pricing for the data stream service in posed for better performance (Armony and
Internet where the servers owned limited capacity. Maglaras, 2004a, 2004b). The problem of
The study combined knapsack-based allocation service failure with callbacks was considered
and auction-based preference elicitation schemes by de Véricourt and Zhou (2005); a Markov
for information goods together with pricing and decision process formulation was used to
proposed a uniform-price, computationally obtain analytical results and insights about
efficient, and revenue-maximizing mechanism. the optimal routing policy with the minimized
Kumar et al. (2006) investigated how advertise- average total time of call resolution. The con-
ments at a website should be scheduled in a trol policy to maximize the expected operating
planning horizon to maximize revenue; a hybrid profit was studied by Byers and So (2007); the
genetic algorithm was developed for the integer information of system status and customer
programming formulation of the problem. The profile in a cross-sales context was used in the
problem of dynamic pricing of Web contents was optimization. Gans and Zhou (2007) studied
studied where revenue was generated from the a routing scheme within an outsourcing
subscription fees and advertisements (Kumar and relationship. Sisselman and Whitt (2007) intro-
Sethi, 2009). The auction model to determine the duced value-based routing and preference-
priorities of listing in searching results was based routing into the multiskill agent model
presented to examine the firm’s optimal bidding for call centres.
strategy (Lim and Tang, 2006; Feng et al., 2007). (3) Staffing. Staffing in call centres is typically
It is also worth noting that numerous managed to minimize staffing cost subject to a
researches have been reported on the manage- satisfactory level of service quality; a number
ment of call centres. Works conducted in this field of methods can be applied to define and solve
can be divided into four aspects as follows. this optimal problem. For example, call centres
can usually be modelled as M/M/N queue
(1) Outsourcing contract design. Outsourcing con- systems with different features according to
tracts can be made by client firms who hire call different situations. In general, staffing is based
centre services, and they affect the operations’ on certain routing schemes. Armony and
decisions of call centres (Hasija et al., 2008; Maglaras (2004a, 2004b) investigated a call
Ren and Zhou, 2008). The objective is to maxi- centre with two classes of users and provided
mize profits subject to constraints on staffing an asymptotic analysis for the solution. Atlason
levels, and the queuing theory can be used to et al. (2004, 2008) discussed a multistage situa-
model the operations of call centres. Different tion where the staffing level could affect the ser-
contracts have been compared on the basis of vice level in the sequent periods and provided
the models by Ren and Zhou (2008). Another a simulation-based method to find an approxi-
outsourcing occurs between two call centres; mation of the problem. Bhandari et al. (2008)
one of them gets the service and outsources it generalized the situation where both perma-
to a contractor call centre to achieve the largest nent and temporary operators were involved
profit. The contractor offers the pricing and introduced an exact and efficient algorithm
contracts, which influence the decision of the to solve the problem. Taking into consideration
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
method). Bektas et al. (2008) described a two-level rewards. Vroblefski et al. (2005) developed a unified
simulated annealing heuristic for a joint problem framework to approximate the performance of
of object placement and request routing in a telecommunications networks based on a decom-
content distribution network; the considered position strategy. Smith (2004) examined a traffic
constraints included server capacity and end-to- assignment problem related to the assignment of
end object transfer delay. Cabral et al. (2008) telecommunications traffic to a set of synchronous
developed and tested the mathematical models optical network rings. Loudni et al. (2006) dealt with
for the design of a wide area telecommunication the online route allocation while considering the
network. possibility of reallocation in an ATM network.
Several researches concerned the mechanism The selection and routing problem of messages for
design of different Internet services. Kalvenes and the maximization of revenues was formulated as
Keon (2007) examined the capacity assignment integer programming, two classes of messages with
problem within the video-on-demand service different priorities are considered, and a Lagrange
subject to given routing and service quality. The relaxation-based method was used by Bose (2009)
problem was proven as an NP-hard problem. to solve the problem.
Bektas et al. (2007) tried to solve the video To investigate the resource allocation for end-
placement and routing problem in the video-on- to-end QoS provisioning, Yao et al. (2008a)
demand service with an algorithm based on presented a modelling of a hybrid wireless wide-
Lagrange relaxation and decomposition. To band code-division multiple-access and wire line
provide the necessary information for QoS in the IP-based DiffServ network. Zukerman et al.
Voice-on-IP (VoIP) service, Kim et al. (2008) (2008) proposed two algorithms for a bandwidth
obtained the probability distribution of queuing allocation problem to maximize the service pro-
delay of an extended real-time polling service viders’ revenue with the constraints of ‘fairness’.
network for the Voice-on-IP service; under the Salles and Barria (2008) applied the lexicographic
situations of the exponential and deterministic maximum criterion to address the problem of
service time, the matrix analytic method was used bandwidth allocation in multi-application
for the GI/M/1-type and M/G/1-type matrices. computer network environments. Khouja and
Steyaert et al. (2008) focused on the playout buffer Kumar (2005) modelled the bandwidth acquisi-
dimensioning design in variable-bit-rate streaming tion decision-making for buyers to determine
video service; the probability models of packet loss complex purchasing items. Tsesmetzis et al.
were proposed to find general dimensioning rules. (2008) introduced the ‘selective multiple-choice
Telecommunications in General. Voudouris et al. knapsack problem’ to identify the services for
(2006) integrated demand forecasting and service providers to maximize the profit subject
resource planning tools as an automated system to the specified bandwidth. As a summary, the
for planning human resources. Zhang et al. (2008) cited papers in information and transmitting
studied the price competition in packet-switching and communication industries have been listed
networks in which multiclass priority-based in Table 4.
services were available to maximize the profits.
Meli-an et al. (2004) studied the most cost-effective
combination of wavelength division multiplexing Research in Data-processing Industries
equipment and fibres to satisfy the capacity Data-processing industries provide expertise for
demand. Riis and Andersen (2004) considered clients with all kinds of service treating data as
expanding the capacity on a single telecommunica- objects, such as data organizing, data maintaining,
tion connection to meet customer demand. Chao and data mining (Chiang et al., 2011; Duan et al.,
et al. (2009) studied the dynamic capacity expansion 2011; Duan and Xu 2012). Complicated processing
subject to a firm with capacity deterioration and operations can be supported by OR studies. Three
supply uncertainty. Smith (2006) studied the selec- review articles have been found in this field.
tion of machine size in the network to minimize Data integration from multiple data sources
the total cost function, including both risk and was investigated by Jiang et al. (2007); from the
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
possible value probability distribution, the number NP-hard problems. Models can be linear
authors modelled the problems to minimize the equalities, non-linear equalities, or inequalities;
total cost of all errors and found the solution to the parameters may be derived through specific
support the proposed integration framework. algorithms (Heyman, 2005).
Gray et al. (2010) investigated the applicability • Lastly, the majority of reported methodologies
of ensemble classification to disparate data in are incapable of obtaining the solution directly
predicting protein phosphorylation sites. Four because of the complexity of the problems. The
existing methods were examined to compare problems should be decomposed or simplified,
their performances in classification. Menon and so that the complexity is manageable. To reach
Sarkar (2007) considered data sharing with the this goal, different approaches have been
minimum information loss while preserving developed to find the solutions of the problems
privacy. The problem was modelled as an integer indirectly. Indirect OR methods include
programming and proved to be NP-hard; a two- mathematical simplifications (de Véricourt
phased procedure was proposed as a practical and Zhou, 2005), diverse heuristic algorithms
and effective alternative to decompose an origi- (Amaldi et al., 2006), asymptotic optimization
nal problem into two smaller problems. approaches (Armony and Maglaras, 2004a,
2004b), simulation-based approximation
(Atlason et al., 2008), and comparison studies
Summary (Cavusoglu et al., 2008). Although the results
In this section, the OR researches in information of the studies may not provide optimal solu-
industries are summarized as follows: tions, near-optimal solutions could be found,
which are of great value to decision-makers.
• Firstly, these researches have generally covered
a broad range of topics in information indus-
tries. It can be evidenced from the rapid growth
of information industries that the majority of Retail and Wholesale Trading Industries
research efforts have paid off. Among them,
researches in information transmission and Retail and wholesale trading industries are for
communication industries are the most produc- resale businesses. Sales without transformation
tive because of the adoption of the Internet and are considered as usual operations associated with
mobile services. Besides the methodologies for trading, and typical activities include sorting,
solving problems at operational levels, consid- grading, and assembling of good and so on. The
erable articles are dedicated to the methodolo- retail industry includes the resale of new and used
gies for decision-making at managerial levels, goods mainly to the public for personal or house-
for example, the versioning design by Bhargava hold consumption or utilization, by shops, depart-
and Choudhary (2008) and strategic alliance ment stores, stalls, mail-order houses, hawkers
research by Yong et al. (2006). and peddlers, and consumer incorporations. The
• Secondly, the decision problems are complex for wholesale industry includes the resale of new
two major reasons. On the one hand, the decision and used goods on own accounts or on a fee or
problems can be complicated if different players contract basis; it relates to domestic wholesale
and decision models are considered simulta- trades or international wholesale trades, to re-
neously. For example, the software companies’ tailers, business-to-business trades, other whole-
patch-releasing decisions interact with the salers, or agents or brokers buying goods for, or
updating policies of the client firms (Cavusoglu selling goods to, individuals or companies.
et al., 2008); some models even considered three
parties to analyse their mutual relationships
(Audestad et al., 2006). On other hand, the com- Classification
plexity comes from the restrictions in both the The retailers and wholesalers have similar
models and the parameters, and it leads to a business processes, which include ordering and
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
transporting products from suppliers, storing in OR, business management-related OR, and OR
their own warehouse, and promoting and deliver- for comprehensive e-commerce.
ing products to customers. ORs in this area aim
at improving the efficiencies along with these (1) Marketing-related OR. A few of the
processes. Figure 3 depicts the research framework researches discussed the pricing mecha-
based on retailing and wholesaling processes. nisms in e-commerce. The effect of the
Firstly, every retail or wholesale deal is made in auction mechanism on trade efficiency was
an environment of either a traditional face-to-face investigated by Chu and Shen (2008) from
contacting or an e-commerce setting (Guo et al., the standpoint of the market owner; a linear
2012a, 2012b; Viriyasitavat et al, 2012; Xu et al., programming model was developed for the
2012a; He and Xu 2013). Secondly, all the researches trading dynamics, and two auction mecha-
aim at helping ‘sellers’, that is, retailers and nisms were proposed to stimulate truthful
wholesaler, maximize their profits. Profits can be biddings, which were proven to be asymp-
assessed at the aspects of revenues from buyers, totically efficient for the market. The case
costs from suppliers, and operating costs of sellers. where a monopoly e-retailer provided
In investigating the relations of participators, dynamic prices for two classes of customers
researchers may focus on one or more aspects; was considered by Raju et al. (2006), the
however, sellers play a significant role in trading. dynamics was modelled as a Markov deci-
On the basis of the classification framework in sion process to maximize the retailer’s
Figure 3, the research can be firstly differentiated profit, and a Q-learning algorithm was
in terms of the considered trading environments, employed to find optimal prices. Consider-
that is, a traditional environment or e-commerce; ing the possible choices from posted pricing
secondly, the research is further classified into the and auction, the dynamic mechanism of the
following three focused aspects from the perspec- allocation and payment rules was investi-
tive of profit: (1) marketing-focused operations gated by Gallien (2006), and the optimal
relating to buyers’ purchasing decisions, such as mechanism was characterized under a pile
pricing and advertising; (2) management-focused of restrictive assumptions. A Markov pric-
operations to reduce inside operating costs, such ing model was developed by Asdemir et al.
as workforce management and performance (2009) for the cost control of home delivery
management; and (3) order-focused operations to service. In dealing with an online retailer
reduce procurement costs, such as transportation with the price schemes of auctions and
routing and inventory management. posted prices, Etzion et al. (2006) developed a
model to analyse the auction lot size and
auction duration. The stochastic dynamic pro-
Operations Research in E-commerce gramming was integrated with combinatorial
The diversified OR problems in e-commerce are programming by Netessine et al. (2006) to
discussed and classified into marketing-related tackle dynamic cross-selling in e-retailing, that
is, selecting products to be cross-sold and pric-
ing cross-selling. For delivery in e-commerce,
Trading Environment: Traditional & E-Commerce
the stochastic polling theory was used by
Supplier Buyer Gong and De Koster (2008), the waiting time
products products
Seller in the order line was represented in a closed
Supplier cost revenue Buyer
Max (profit)
form, and the dynamic picking system was
Buyer analysed. Several algorithms for dynamic
Supplier cost
vehicle routing were proposed by Du et al.
……
…… (2005) for online business-to-consumer deliv-
ery. Regarding channel management, Dai
Figure 3 Classification framework of operations research in et al. (2006) studied the capacity (i.e. inventory)
retail and wholesale industries allocation between the local store and the
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
online store. Dutta et al. (2007) proposed an (1) Marketing-related OR. One interesting topic
approximate algorithm to compute the most attracting researchers is the ‘discount’ retailers
popular traversal sequences between node or wholesalers should apply in various circum-
pairs in a catalogue, which were then used to stances. The setting of quantity discount offered
discover critical edge sequences. by suppliers was studied by Altintas et al. (2008)
(2) Business management-related OR. To better un- to motivate buyers and increase the volumes of
derstand the trade-offs in selecting the distribu- orders. A multiperiod model was proposed to
tion strategy (i.e. leverage or direct) and depict the dynamic system including a buyer
product focus (i.e. perishable or nonperishable), with stochastic demand and a supplier offering
Cattani et al. (2007) developed the profitability quantity discount. Guidelines and insights on
of different operation models used by online the effectiveness of discount were provided
grocers, where a linear demand model was through a structural analysis of the model.
applied in a competitive setting. Scott and Scott The advance-booking discount is studied
(2004) studied the operations of an electronic under either monopoly or duopoly markets.
marketplace with direct or indirect customers McCardle et al. (2004) modelled a situation
and supplier relations and provided the solu- where two retailers might offer the advance-
tions to minimize the cost for various scenarios. booking discount programme for the same
Chen et al. (2007) discussed the optimal policy product. They analysed the equilibrium profits
to use third-party channels for an online retailer and the discount rate in four scenarios of
with seasonal products and cost-per-click different strategies adopted by the two retailers.
payments for the third-party Webs. Tang et al. (2004) applied an advance-booking
(3) Comprehensive e-commerce OR. Some researchers discount programme to achieve optimal profit
considered the comprehensive behaviours in e- for a retailer selling products in short sales
commerce. In dealing with the case where seasons; the determinants were discount rates,
buyers bid for units of the seller firm over an forecasting quantities, and orders. Aviv and
infinite horizon and backordering was not Pazgal (2008) studied the optimal pricing of a
allowed, Ryzin and Vulcano (2004) formulated finite quantity of fashion products in the
a dynamic programming model and derived presence of forward-looking customers. Aydin
simplified optimal principles. Tsai and Hung and Ziya (2008) investigated the pricing and
(2009) provided an integrated approach in an discounting issues to promote products.
analytic hierarchy process for the auction in McCardle et al. (2007) developed models to
internet retailing. Tan and Mookerjee (2005) calculate the optimal bundle prices, order quan-
investigated the spending allocation in tities, and profits when bundling basic and
electronic retailing between marketing (adver- fashion products. Bulut et al. (2009) determined
tising); such an allocation could seriously affect optimal products and bundle prices to maxi-
the customer demand and website processing mize the expected revenues. There are some
capacity. Xiao et al. (2009) investigated the other issues related to marketing. For example,
optimal inventory and admission policies for Lim et al. (2004a) examined the shelf allocation
seasonal products sold by owners and through to stimulate customer demand and devel-
third-party websites by means of affiliate oped a linear shelf allocation model with
programmes. product grouping; furthermore, they pro-
posed a strategy of combining a strong local
search with a metaheuristic approach as a
Operations Research in Traditional Environment network flow solution. Hu et al. (2009) devel-
Similarly, the diversified OR problems dealing oped a two-stage solution to distribute foods
with traditional environments are discussed and according to the criteria of cost and quality.
classified into marketing-related OR, business Campbell and Savelsbergh (2006) examined
management-related OR, and OR for comprehen- the use of incentives to reduce the costs of
sive e-commerce OR. home deliveries.
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
(2) Business management-related OR. The studies assess individual stores in a supermarket;
on this subject include the design of retail they formulated four different models based
networks and workforce management. Gaur on various assumptions.
and Fisher (2004) looked into the delivery-
scheduling problem between a distribution
centre and supermarkets; the considered vari- Ordering-related Operations Research
ables were vehicle routes and replenishment Ordering-related OR concerns inventory manage-
schedules. Naseraldin and Herer (2008) ment to decide ordering points and ordering quan-
discussed arranging retail outlets on routes to tities under certain circumstances. Balakrishnan
meet the delivery needs of customers. et al. (2004) studied inventory policies to maxi-
Helmberg and Rohl (2007) studied optimiza- mize the profits because the inventory could
tion of the transportation among warehouses stimulate the demand effectively. Nagarajan
to ensure the supplies for uncertain demands. and Rajagopalan (2008) examined the inventory
Teo and Shu (2004) studied the design problem policies of retailers selling substitutable products
of the warehouse–retail network to minimize and found that for a single-period case, the opti-
total costs. Regarding workforce management, mal policies could be easily determined. Olsen and
Mirrazavi and Beringer (2007) introduced a Parker (2008) investigated inventory management
workforce management system for supermar- under a dynamic market and indicated that firms
kets; the system was capable of forecasting might use the marketing mix to attract latent and
work demands, generating workloads, and new customers. Axsater and Marklund (2008)
scheduling the right employees with the right provided an optimal position-based ordering
sets of skills at the right time. Berman and policy for warehouses that served multiple re-
Larson (2004) used a queuing control model tailers. Tan and Karabati (2004) proposed a point-
for retail services having both front and back of-service data-based mechanism for periodic
room operations. Pastor and Olivella (2008) updating of the order-up-to level in the retail
studied weekly work schedules in two fran- industry with unobserved lost sales. DeHoratius
chises of an important retail clothing chain et al. (2008) considered an intelligent inventory
through a mixed linear program and a local management tool that accounted for record
optimization process. inaccuracy using a Bayesian belief of the physical
(3) Comprehensive OR in traditional environment. inventory level. Li et al. (2009a) examined the in-
One noticeable study in this topic is data ventory management of products in short selling
envelopment analysis (DEA) for performance seasons and modelled it as a sequential decision
evaluation; DEA is a powerful tool to assess problem to obtain the optimal policy. Gupta and
the performance of the trading operations Wang (2009) presented a discrete-time model with
(Cao and Yang, 2011). Førsund and Zanola random demand to determine the optimal stock
(2006) applied the DEA method to assess the level in the presence of supplier-provided credit.
work of auction houses in selling art objects. Chao et al. (2008) considered a classic dynamic
Vaz et al. (2010) proposed network DEA to inventory control for a self-financing retailer
assess the performance of the stores, which who periodically replenished its stock from a
consisted of several sections. Two levels of supplier and sold it to the market. Ferguson and
assessment were conducted: at the section Ketzenberg (2006) formulated the retailer’s replen-
level, similar sections in different stores were ishment policies under the circumstance where
assessed, and the DEA model could provide the ages of products could be unknown. Choi
the benchmark for inefficient sections; the et al. (2004) investigated a retailer’s optimal single
store-level assessment also included resource ordering policy with multiple delivery modes
reallocation. Hu and Ansell (2007) discussed and formulated it as a multistage dynamic optimi-
models for measuring retail company perfor- zation problem. Ozen et al. (2008) considered an
mance using credit-scoring techniques. associated cooperative game between the retailers
Pauler et al. (2009) provided an approach to who would increase their expected profits by
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
coordinating their orders and made allocations topics, the researches on price-related strategies
when demands were requested from warehouses. are always prominent either in traditional or e-
In many cases, the aspects of marketing and commerce trading. In particular, several researches
ordering should be considered simultaneously to have been concerned with discount policies, such
maximize the profit for retailers. Kök and Fisher as quantity discount (Altintas et al., 2008) and
(2007) studied the assortment planning of products advance-booking discount (McCardle et al., 2004;
for a large supermarket and used an iterative Tang et al., 2004). Besides, some traditional OR
heuristic algorithm to address the problem. Yücel models have found their new values in this field,
et al. (2009) analysed product assortment and such as DEA models for performance assessment
inventory planning driven by customers’ (Førsund and Zanola, 2006; Vaz et al., 2010) and in-
demands. Cachon et al. (2005) developed several ventory management (Balakrishnan et al., 2004).
models of retail assortment planning that explicitly Strategic decision-making such as retail outlet
accounted for consumers. Li (2007) modelled a location has also been supported by the OR
single-period assortment optimization problem approach (Naseraldin and Herer, 2008).
with unequal cost parameters. Bernstein and No matter how complex the systems may be,
Federgruen (2004) addressed the infinite-horizon or if a problem is linear or non-linear, all of the
models for competing retailers’ equilibrium behav- studies in this category have been formulated as
iours in determining dynamic inventory and optimal models to maximize profits and/or
pricing. Aydin and Porteus (2008) studied the joint minimize cost. Solutions may be deduced from
decision for optimal inventory levels and prices, analytical mathematic models or approximate
where products were substitutable on the basis of ones from heuristic algorithms.
price rather than stock-out. Arcelus et al. (2005) con-
sidered the joint development of the optimal pric-
ing and ordering policies of a profit-maximizing
Transportation and Warehousing Industries
retailer. Balakrishnan et al. (2008) studied inventory
management and pricing policies when demand
In this subsector, the covered studies are OR in
was uncertain but increased with stocking quantity.
transportation and warehousing industries, the
Tsai and Hung (2009) used an N-period discrete-
typical activities include passenger or freight
time model to characterize the optimal dynamic
transportation, associated activities such as
ordering and pricing policies of a retailer who had
terminal and parking facilities, cargo handling,
uncertain price-dependent demand.
storages, and postal and courier activities. These
forms of transportation can be by air, water, high-
way, and rail. The OR works in this field are
Summary
classified into passenger transportation and
Operations research in retail and wholesale
freight transportation. For passenger transporta-
industries has covered many interesting issues
tion, airline industry and public transportation
from e-commerce to traditional trading and from
have attracted the most attention. For freight
marketing, business management, to ordering.
transportation, the work is decomposed into
Table 5 has summarized the main topics discussed
terminal transport service to shippers and
in the literature. In general, although e-commerce
postal/courier service.
has achieved rapid development in practice, the
researches in this area are still limited in terms of
the number of papers and the covered topics.
There are only six papers for e-commerce in Airline Industry
comparison with 17 articles for traditional trading Among all the operations in the airline industry,
environment. The topics are focused majorly on crew planning is the most attractive. Because it
marketing-related OR (Ryzin and Vulcano, 2004; has much higher requirements on time and secu-
Gallien, 2006; Netessine et al., 2006; Raju et al., rity, the airline industry faces the most challenges
2006; Chu and Shen, 2008). For other specific in planning and scheduling. Researches on this
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
E-commerce
Marketing-related OR Pricing mechanisms (Etzion et al., 2006; Gallien, 2006; Raju et al.,
2006; Chu and Shen, 2008; Asdemir et al., 2009)
Cross-selling (Netessine et al., 2006)
Delivery (Du et al., 2005; Gong and De Koster, 2008)
Customer behaviour (Dutta et al., 2007)
Channel management (Dai et al., 2006; Chen et al., 2007)
Business management related OR Operating strategy (Cattani et al., 2007)
Comprehensive OR Joint pricing–inventory model (Ryzin and Vulcano, 2004; Tsai and
Hung, 2009)
Joint advertising–IT model (Tan and Mookerjee, 2005)
Joint inventory–channel decision (Xiao et al., 2009)
Traditional environment
Marketing-related OR Discount policy (McCardle et al., 2004; Tang et al., 2004; Altintas, et al.,
2008)
Pricing (Aviv and Pazgal, 2008; Aydin and Ziya, 2008)
Shelf-space allocation (Lim et al., 2004a)
Product bundling(McCardle et al., 2007; Bulut et al. 2009)
Product delivery (Campbell and Savelsbergh, 2006; Hu et al., 2009)
Business management-related OR Retail network design (Gaur and Fisher, 2004; Teo and Shu, 2004;
Helmberg and Rohl, 2007; Naseraldin and Herer, 2008)
Strategy (Scott and Scott, 2004)
Workforce management (Berman and Larson, 2004; Mirrazavi and
Beringer, 2007; Pastor and Olivella, 2008)
Performance evaluation (Førsund and Zanola, 2006; Hu and Ansell,
2007; Pauler et al., 2009; Vaz et al., 2010)
Comprehensive OR Inventory management (Balakrishnan et al., 2004; Tan and Karabati,
2004; Ferguson and Ketzenberg, 2006; Axsater and Marklund, 2008;
Chao et al., 2008; DeHoratius et al., 2008; Nagarajan and
Rajagopalan, 2008; Olsen and Parker, 2008; Gupta and Wang, 2009;
Li et al., 2009a)
Ordering decision (Choi et al., 2004; Ozen et al., 2008)
Assortment planning (Cachon et al., 2005; Kök and Fisher, 2007; Li
2007; Yücel et al., 2009)
Joint inventory and prices (Bernstein and Federgruen, 2004; Arcelus
et al., 2005; Aydin and Porteus, 2008; Balakrishnan et al., 2008; Tsai
and Hung, 2009)
topic started around 1990s, and this topic is still the optimization approach of airlines planning
attracting a great deal of attention. to increase airline profits. Yan et al. (2007)
Kim and Barnhart (2007) considered schedul- developed a short-term flight-scheduling model
ing flights for a maximized profit for charter with variable market shares, formulated as a
airlines. Abdelghany et al. (2008) presented a non-linear mixed-integer program. Hansen
decision support tool to adjust schedules of (2004) and Bäuerle et al. (2007) dealt with flight
airlines during irregular operations; the tool was traffic controls to schedule arriving aircrafts to
capable of generating a proactive recovery plan runways to minimize delays. Pinol and Beasley
using all flight resources. Lee et al. (2007) (2006) studied the case of multiple runways in a
improved the robustness of a flight schedule by static aircraft landing problem and presented a
retiming its departure times; they developed a scatter search, bionomic algorithm, and popula-
multi-objective genetic algorithm to attack this tion heuristic approach to find solutions. Atkin
issue. Barnhart and Cohn (2004) investigated et al. (2007) presented the models to evaluate a
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
runway schedule for aircraft take-off and verifi- planning in the airline industry and formulated
cation of physical constraints. the optimization problems to minimize total costs.
Sherali et al. (2006) introduced existing Yang et al. (2008) addressed the issue of aircraft
works on air fleet assignment. Grönkvist (2006) and crew scheduling for fractional ownership
combined constraint programming with column programs. Guo et al. (2006) proposed a partially
generation to solve a relaxed tail assignment integrated airline crew-scheduling approach with
problem in aircraft scheduling. Belanger et al. time-dependent and unevenly distributed crew
(2006) modelled a periodic fleet assignment prob- capacities at multiple home bases. Xu et al. (2006)
lem with time windows in which departure times studied the scheduling problem of flight instructors
were determined to maximize anticipated profits. with multiple criteria, that is, labour cost, consis-
Haouari et al. (2009) investigated network flow- tence of plan, and satisfaction level of instructors.
based heuristic approaches to schedule aircraft Zhang and Cooper (2005, 2009) studied different
fleeting and routing and match one to one the topics of seat inventory control to maximize
corresponding flights and aircrafts. Pilla et al. the revenue in multiple parallel single-leg flights
(2008) proposed a two-stage stochastic program- for customers; they provided simulation-based
ming framework for demand-driven fleet assign- approximating procedures to obtain the policies.
ment to assign crew-compatible aircrafts at the On the basis of accurate forecasting of demands,
first stage and enhance the demand-capturing Mukhopadhyay et al. (2007) studied the seat inven-
potential of swapping at the second stage. tory control by sustaining the right number of seats
Rosenberger et al. (2004) presented fleet for late-booking, high-revenue-generating passen-
assignment models that embedded many short gers and low-value, leisure passengers. Marcus
cycles and reduced hub connectivity within a and Anderson (2008) formulated a pricing control
solution to minimize planned operating cost model for the airline industry to maximize the rev-
and passenger spill. Sherali et al. (2005) proposed enue. Schipper et al. (2007) modelled airline compe-
a demand-driven refleeting approach to offer tition as a two-stage game in frequency and prices,
dynamic reassignment of aircraft capacities in a allowing for asymmetric frequency equilibriums.
flight network. Smith and Johnson (2006) Currie et al. (2008) introduced dynamic pricing
provided the fleet assignment solutions that strategies to maximize revenue where there was a
increased planning flexibility and reduced cost competing seller. Cooper and Gupta (2006) studied
by imposing station purity. the optimal decision of assigning seats to different
Abdelghany et al. (2004) studied the crew markets with different stochastic demands.
planning strategy to avoid irregular operations in Some OR works are related to operations
a proactive way; the objective was to maintain as at terminals. Andreatta et al. (2007) provided a
many flights as possible while minimizing the total model to evaluate the efficiency analysis of the
system cost resulting from resource reassignments baggage handling system. Chu (2007) proposed
and flight delays. Freling et al. (2004) introduced a goal programming models for integrated
decision support system for crew scheduling and assignment of crew duties at the Hong Kong
crew rostering. The system used a set partitioning International Airport. Bazargan (2007) examined
model and a branch-and-price algorithm. Hao interferences among passengers that cause
et al. (2004) proposed the neural network algo- boarding delays in a single-aisle aircraft and
rithms in solving the airport ground staff rostering offered a new mixed-integer linear program to
problem. Kohl and Karisch (2004) described com- minimize the delays. Drexl and Nikulin (2008)
prehensive real-world airline crew rostering prob- applied the Pareto simulated annealing to mini-
lems, constraints and objectives, and a result and mize the number of ungated flights, shorten
developed a commercial crew rostering system. walking distance, and improve gate assignment
Lucić and Teodorović (2007) combined a simulated preferences in an airport gate assignment prob-
annealing, genetic algorithm, and tabu search tech- lem. Dorndorf et al. (2007) surveyed a large vari-
nique to solve the aircrew rostering problem. ety of mathematical models in solving general
Sohoni et al. (2004) studied long-range manpower flight gate scheduling problems. McLay et al.
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
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DOI: 10.1002/sres
with a two-phase algorithm based on route minimize total delays in a public intermodal
perturbations. Jorgensen et al. (2007) applied transportation network. Mateus et al. (2008)
a genetic algorithm to solve a dial-a-ride prob- described a multicriterion decision analysis
lem. Hong et al. (2009) presented a two-phase approach for the design of high-speed railway
routing algorithm to cover a weekly train stations; the best alternative was identified
timetable with minimized working days and from the given set of possible alternatives.
train-sets. Branke et al. (2005) considered the Sun and Gao (2007) modelled the equilibrium
problem of vehicle routing where unantici- of a public urban transport system as a set of
pated customers arrive at unknown locations mathematical equations; the model was to
and when the vehicles are already on the describe the competitions among operators
way. Gunluk et al. (2006) presented a decision and mutual influences among passengers.
support system to assist a sedan service pro- Vromans et al. (2006) attempted to improve
vider in scheduling driver shifts and routing network reliability by decreasing the inter-
the fleet to satisfy customers’ demands within dependence of trains through the reduction
tight time windows. Tavares-Pereira et al. of the running time differences per track
(2007) studied the transportation pricing section. Yalcınkaya and Bayhan (2009) devel-
system based on partitioning the territory into oped a discrete-event simulation model to
homogeneous zones. They modelled it as a deal with average passenger travel time
multiple-criteria districting problem and optimization problem related to the metro
applied an evolutionary algorithm with local planning process. Borndörfer et al. (2007)
search to solve large-size instances. proposed a new multicommodity flow model
• Network design. Nielsen and Frederiksen (2006) to find lines and corresponding frequencies
were concerned with a public transit assign- in a network to minimize operating costs
ment problem with an increased complexity of and passengers’ travel times. Quadrifoglio
considered passengers’ choices of routes; they et al. (2006) developed the bounds on the
applied the method of successive averages to maximum longitudinal velocity to evaluate
solve the problem. Schöbel (2005) considered the performance and help the design of mobil-
the set-up of stop locations to cover the given ity allowance shuttle transit services of buses.
demand points with a minimal number of stops • Resource allocation. Fioole et al. (2006) addressed
and proved that it could be solved within the the problem of rolling stock circulation in
polynomial time. Marín and García-Ródenas assigning rolling stocks to the timetabled
(2009) studied the locations of a rapid transit services; the departure and arrival times and
urban railway network to maximize the transit the expected numbers of passengers were
demands and minimize the private travel time; given. Alfieri et al. (2006) tried to determine
the design factors under consideration included the appropriate numbers of train units with
users’ behaviours, physical networks, budget mixed types and their efficient circulation on a
constraints, and other network constraints. single line. Hamdouni et al. (2007) discussed
Mauttone and Urquhart (2009) presented a con- assigning buses to the depot parking slots to
structive algorithm for public transportation minimize the number of mismatches through
networks to produce bus routes with the consid- a decomposition approach. Vaidyanathan et al.
eration of users and operators. Odijk et al. (2006) (2008) studied the problem of assigning
discussed the problem of randomly sampling each locomotive to a sequence of trains, which
classes of fixed-interval railway timetables from was a very large-scale combinatorial optimiza-
a so-called timetable structure. Delorme et al. tion problem. Taking into consideration
(2009) evaluated the stability of timetable by reliability, availability, and maintainability,
using an original method based on delay propa- Carrese and Ottone (2006) examined mainte-
gation. Heilporn et al. (2008) presented two nance management and developed two models
equivalent mixed-integer linear programming to forecast time and operating costs to maintain
models in defining the wait/depart policies that rolling stocks.
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Figliozzi et al. (2007) studied the decision- among multiports. Li et al. (2009c) studied load-
making of carrier pricing under a competitive ing planning to minimize the total freight cost
and dynamic environment. under a given number of rented containers and
• Network design. Campbell (2009) provided time- proposed a new large-scale neighbourhood
definite models for the problem of multiple allo- search heuristic algorithm to address the issue.
cations of p-hub medians and hub arc locations Sambracos et al. (2004) discussed the impact of
with imposed service levels for a truck transpor- small containers and new technologies on re-
tation service. Sim et al. (2009) presented a engineering of coastal freight shipping.
stochastic p-hub centre problem with service- Anderson and Christiansen (2009) presented a
level constraints for small package delivery mixed-integer programming for new rail-based
companies. Cunha and Silva (2007) proposed a freight transportation services to maximize the
genetic algorithm to solve the problem of config- profit of the system.
uring hub-and-spoke networks operating less- • Driver scheduling. To improve the satisfactory
than-truckload services in Brazil. Bock (2010) level of service, Genta and Muñoz (2007) ap-
proposed a new real-time-oriented control plied a linear regression approach to estimate
approach to enhance the efficiency of a freight the productivity of drivers in driver scheduling
transportation network, which integrated of a home delivery business. Erera et al. (2008)
multimodal transportation and multiple trans- dealt with dynamic driver scheduling for less-
shipments. Jansen et al. (2004) studied an opera- than-truckload trucking carriers. Kan and Hall
tional planning system with consideration of (2006) formulated a static linear programming
the repositioning aspects and the orders to obtain model in a long-haul trucking network and pro-
cost-efficient solutions. Liu et al. (2008) devel- posed a column generation algorithm to solve
oped a mathematical programming formulation the model, so that drivers were able to return
and solution to a yard location problem in a home within a reasonable amount of time. Uster
railway system. Chen et al. (2008) conducted a and Maheshwari (2007) presented a multizone
strategic design of a delivery network used in dispatching method to reduce driver tour
providing time-constrained services. lengths under the constraints reinforced by the
• Capacity management. Adelman (2007) studied truck companies and customers. Cheung et al.
the policy for an intermodal logistics supplier to (2005) solved the problem of assigning drivers
allocate its shipping containers in a closed queu- to cover tasks within service time windows by
ing network; the problem was formulated as a formulating it as a stochastic model and apply-
semi-Markov decision process with consider- ing an adaptive labelling procedure capable of
ation of queuing and stock-out effect on the net- incorporating various practical constraints and
work. Sayarshad and Ghoseiri (2009) proposed work rules.
a new simulation solution to the optimization • Vehicle scheduling. BrZnmo et al. (2007) presented
of the fleet size and freight car allocation in a rail- a multistart local search heuristic algorithm in a
car network. Ang et al. (2007) considered the ship scheduling problem. De Angelis et al.
problem of sea cargo mixing and modelled it as (2007) dealt with weekly planning in the world
a multiple-knapsack programming problem food programme for the deliveries of emergent
subject to given shipping capacities. Chew et al. food aid by air in Angola. Lo and Hall (2008)
(2006) proposed a stochastic programming designed a real-time logistics information
model for short-term capacity planning of air system for express transportation carriers to pre-
cargo space. Coslovich et al. (2006b) focused on dict travel time and facilitate scheduling.
fleet management in the container trucking Krajewska and Kopfer (2009) applied a tabu
industry to minimize the cost divided into search algorithm for integrated planning of
routing cost, resource assignment cost, and vehicles in freight forwarding companies with
container repositioning cost. Li et al. (2007a) the possibilities of outsourcing the requests via
formulated a policy for emptying containers subcontracting. Song and Earl (2008) studied
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
the determination of control policies for empty Fleischmann et al. (2004) introduced a dynamic
vehicle repositioning and fleet sizing in a two- routing system that dispatched a fleet of
depot service system with uncertainties. Kim vehicles on the basis of randomly arriving cus-
and Lee (2007) introduced a scheduling method tomers’ orders. Zhong et al. (2007) modelled
for trucks delivering and picking up freights the delivery of local packages to optimize vehi-
between branch offices and a regional depot in cle dispatching routes with the consideration
door-to-door delivery services. Root and Cohn of the varied customers’ locations and demands.
(2008) provided a modelling approach for Ichoua et al. (2006) were concerned with the
express package carriers to schedulelarge dynamic vehicle routing and dispatching with
numbers of heavily interconnected and tightly a strategy based on probabilistic knowledge
constrained resources. To increase the utilization about future request arrivals. Larsen et al.
of a locomotive fleet, Kuo and Nicholls (2007) (2004) examined a travelling salesman problem
developed a mixed-integer linear program to de- with time windows to minimize lateness moti-
termine the least-cost plan of allocating locomo- vated by the overnight mail service. Si et al.
tives to yards and moving light engines between (2009) studied an arc-routing problem in small-
yards. Ergun et al. (2007) discussed enabling package delivery to construct efficient master
technologies to assist in the identification of re- routes. Sigurd et al. (2004) considered the
peatable, dedicated truckload continuous move problem of a variant of vehicle routings in the
tours with little truck repositioning. Schenk and transportation of live animals to avoid the
Klabjan (2008) dealt with the decision-making spread of diseases. Thomas and White (2004)
involved in sorting at stations, ramps, and discussed minimization of the total cost of a
transportation among the locations of an route from an origin to an anticipated
express carrier. destination by responding to service requests
• Routing. Chang (2008) formulated and when a vehicle was en route. Thomas (2007)
studied an international intermodal routing took advantage of the information of customer
problem as a multi-objective, multimodal, and locations and probabilistic information
multicommodity flow model under the con- about future service requests to maximize the
straints of time windows and concave costs. expected number of customers served by a
Branchini et al. (2009) considered dynamical single incapacitated vehicle.
updating to accommodate new customers to • Integrated planning. Ceselli et al. (2008) studied
maximize the expected profit through an adap- the cargo express service of Swiss federal rail-
tive granular local search heuristic algorithm. ways in Switzerland and presented three differ-
Groer et al. (2009) solved a variant of the ent models to plan operations of the service.
classical vehicle routing problem with higher Cohn et al. (2007) suggested considering the
service requirements for the small-package problems of load matching and equipment
shipping industry and formulated it as a balancing simultaneously in small-package
mixed-integer program. Caramia and Guerriero deliveries. Gendreau et al. (2006a) applied the
(2009) depicted a long-haul freight transporta- tabu search algorithm to solve the routing of
tion problem into a multi-objective vehicle capacitated vehicles and loading of freight
routing model where the travel time and route transportations. Li and Tayur (2005) developed
cost were minimized and the transportation a mathematical model for pricing and planning
mean sharing index is maximized. Agarwal of service in a real transportation system. In
and Ergun (2008) presented an integrated some circumstances, the operations in transpor-
mixed-integer linear program to schedule ships tation and facilities are strongly coupled, and
and cargo routes simultaneously. Ceselli et al. these operations should be scheduled simulta-
(2009) introduced a column generation neously. For example, Boros et al. (2008)
algorithm in providing a daily plan of vehicles discussed the interconnection of the port and
that departed from different depots for the shipping company in such a way that empty
multideliveries to a set of customers. containers were accumulated at the port.
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
General Operations
Li et al. (2007b) provided a solution to the Human Health and Social Assistance
rescheduling problems of single-depot vehicles; Industries
the main purpose was to minimize operational
costs and reduce delays. Son and Carter (2008) In this section, OR work in human healthcare ser-
discussed the redistribution problem of empty vices and social assistance services is surveyed.
vehicles in a hub-and-spoke transportation sys- The reason for merging these two industries is
tem with the design factors of random demands that related OR is hard to distinguish from each
and stochastic transportation times. Sungur et al. other. There are medical activities by hospitals
(2008) applied a robust optimization approach at one end and social work by special institutions
to solve a vehicle routing problem with uncertain at the other end; moreover, there are some activi-
demands. Bräysy et al. (2008) presented a deter- ties providing both services in between such as
ministic heuristic algorithm to optimize fleet residential care. The practitioners of OR, medical
sizes and mixes. personnel, or social workers all have the required
professional expertise. Right after World War II,
researchers observed the similarities of military
Summary operations and OR in hospitals, that is, the timely
Operations research has been applied to diversi- deployment of scarce resources to meet critical
fied topics in transportation and warehousing indus- and partly uncontrollable demands (Flagle,
tries in recent years, from decisions at strategic 2002). It was suggested that continuous research
levels, such as public transit design (Nielsen and and implementation should be performed to OR
Frederiksen, 2006) and market structure forecast in the healthcare application. OR in this field
(Mudrageda and Murphy, 2008), to decisions at was then expanded from those in hospitals to
operational levels, such resource allocation (Lau public health services.
and Zhao, 2008) and route choices (Cordeau and Whether in developed countries or underde-
Laporte, 2007). Table 6 has summarized the main veloped countries, the biggest problem is that
topics covered by OR studies in this field. The the resources of healthcare systems are always
most attractive subject is crew planning, especially in short supply compared with the demands
in passenger transport industries. It can be at a from citizens. Therefore, the emphasis of OR
higher level of long-range manpower planning studies in this field is on the optimal utilization
(Sohoni et al., 2004) or a lower level of crew of all kinds of resources to improve the effective-
rostering (Kohl and Karisch, 2004). Besides, OR ness and efficiency of the system. In general, OR
on intermodal transportation systems is an emerg- is a vital tool to support effective planning and
ing hot topic (Macharis and Bontekoning, 2004). management decisions (Brandeau et al., 2005)
Besides forecasting models and equilibrium for various activities, for example, from system
models, most of the studies developed optimiza- planning and organizing at a higher level to
tion models to represent their decisions. Even the delivering and distributing at a lower level.
majority of problems can be modelled as classic System planning and organizing include the
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Airline industry
Flight scheduling (Barnhart and Cohn, 2004; Kim and Barnhart, 2007;
Lee et al., 2007; Yan et al., 2007; Abdelghany et al., 2008)
Runway planning (Hansen, 2004; Pinol and Beasley, 2006; Atkin et al.,
2007; Bäuerle et al., 2007)
Fleet planning (Rosenberger et al., 2004; Sherali et al., 2005; Belanger et
al., 2006; Grönkvist, 2006; Sherali et al., 2006; Smith and Johnson, 2006;
Pilla et al., 2008; Haouari et al., 2009)
Crew planning (Abdelghany et al., 2004; Freling et al., 2004; Hao et al.,
2004; Kohl and Karisch, 2004; Sohoni et al., 2004; Guo et al., 2006; Xu
et al., 2006; Lucić and Teodorović, 2007; Yang et al., 2008)
Terminal performance (Andreatta et al., 2007; Bazargan, 2007; Chu,
2007; Dorndorf et al., 2007; McLay et al., 2007; Drexl and Nikulin, 2008)
Seat-inventory policy (Zhang and Cooper, 2005; Cooper and Gupta,
2006; Mukhopadhyay et al., 2007; Schipper et al., 2007; Currie et al.,
2008; Marcus and Anderson, 2008; Zhang and Cooper, 2009)
Revenue management (Bish et al., 2004; Liu and van Ryzin, 2008; van
Ryzin and Vulcano, 2008; Yao et al., 2008a)
Other operations (Goto et al., 2004)
Strategic planning (Wen and Hsu, 2006)
Evaluation (Ouellette et al., 2010)
Public transportation
Vehicle scheduling (Calvo et al., 2004; Zhou and Zhong, 2005; Dessouky
et al., 2006; Fügenschuh and Martin, 2006; Kliewer et al., 2006;
Vansteenwegen and Oudheusden, 2006; Zhao et al., 2006; Maróti and
Kroon, 2007; Flamini and Pacciarelli, 2008; Liebchen, 2008; Chung et
al., 2009; Yan and Tang, 2009)
Driver scheduling (Walker et al., 2005; Yang et al., 2005; Gome et al.,
2006; Kwan and Kwan, 2007)
Parking assignment (Hamdouni et al., 2007)
Routing (Branke et al., 2005; Coslovich et al., 2006b; Cordeau and
Laporte, 2007; Jorgensen et al., 2007)
Integrated planning (Gunluk et al., 2006)
Pricing (Tavares-Pereira et al., 2007)
Public transit design (Schöbel, 2005; Nielsen and Frederiksen, 2006;
Quadrifoglio et al., 2006; Borndörfer et al., 2007; Sun and Gao, 2007;
Heilporn et al., 2008; Mateus et al., 2008; Delorme et al., 2009; Marín
and García-Ródenas, 2009; Mauttone and Urquhart, 2009; Yalcınkaya
and Bayhan, 2009)
Resource allocation (Alfieri et al., 2006; Fioole et al., 2006; Hamdouni
et al., 2007; Vaidyanathan et al., 2008)
Maintenance decisions (Carrese and Ottone, 2006)
Logistic transportation industry
Transportation Facilities Resource allocation (Dell’Olmo and Lulli, 2004; Kim and Park, 2004;
Container terminals Lim et al., 2004b; Vis et al., 2005; Lim and Xu, 2006; Cordeau et al.,
2007; Hansen et al., 2008; Lau and Zhao, 2008; Caris and Janssens,
2009; Lee and Chen, 2009)
Load planning (Corry and Kozan, 2006; Zeng and Yang, 2009)
Manpower planning (Legato and Monaco, 2004)
Transportation Companies Market behaviour(AgralI et al., 2008; Krajewska et al., 2008; Lim et al.,
2008; Mudrageda and Murphy, 2008)
Pricing (Lin and Liao, 2006; Figliozzi et al., 2007; Geunes et al., 2007;
Yano and Newman, 2007)
(Continues)
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Table 6 (Continued)
Sub-industries Examples
Network design (Cunha and Silva, 2007; Chen et al., 2008; Liu et al.,
2008; Campbell, 2009; Sim et al., 2009; Bock, 2010)
Revenue/Capacity management (Sambracos et al., 2004; Chew et al.,
2006; Coslovich et al., 2006a; Adelman, 2007; Ang et al., 2007; Li et al.,
2007a; Anderson and Christiansen, 2009; Li et al., 2009a; Sayarshad
and Ghoseiri, 2009)
Staff scheduling (Cheung et al., 2005; Kan and Hall, 2006; Genta and
Muñoz, 2007; Uster and Maheshwari, 2007; Erera et al., 2008)
Vehicle scheduling (BrZnmo et al., 2007; de Angelis et al., 2007; Ergun et
al., 2007; Kim and Lee, 2007; Kuo and Nicholls, 2007; Lo and Hall, 2008;
Root and Cohn, 2008; Schenk and Klabjan, 2008; Song and Earl, 2008;
Krajewska and Kopfer, 2009)
Transportation routing (Fleischmann et al., 2004; Larsen et al., 2004;
Sigurd et al., 2004; Thomas and White, 2004; Ichoua et al., 2006;
Thomas, 2007; Zhong et al., 2007; Agarwal and Ergun, 2008; Chang,
2008; Branchini et al., 2009; Caramia and Guerriero, 2009; Ceselli et al.,
2009; Groer et al., 2009; Si et al., 2009)
Integrated studies (Li and Tayur, 2005; Gendreau et al., 2006a, 2006b;
Cohn et al., 2007; Ceselli et al., 2008)
Vessel scheduling (Boros et al., 2008)
Postal service
Mail crew scheduling (Bard et al., 2007; Bard and Wan, 2008)
General Operations
Vehicle rescheduling (Li et al., 2007b; Song and Earl, 2008)
Vehicle routing (Bräysy et al., 2008; Sungur et al., 2008)
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DOI: 10.1002/sres
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
location allocation to evaluate the provision generation to solve the sequencing problem.
of health services. Beliën and Demeulemeester (2007) developed
(4) Appointment scheduling. Green et al. (2006) several algorithms with mixed-integer
studied diagnostic facilities planning with programming and heuristic approach to min-
appointment schedule and real-time capac- imize the total bed shortage in scheduling
ity allocation. The problem was formulated bed occupancies. Lamiri et al. (2008a) de-
as a finite-horizon dynamic program, and scribed a stochastic model to plan operating
properties of the optimal policies were iden- rooms with two types of surgery demands.
tified. As patients could miss appointments, Pham and Klinkert (2008) proposed a new
LaGanga and Lawrence (2007) considered approach to schedule surgical cases; the
this situation and proposed appointment multimode blocking job-shop scheduling
overbooking as a means to reduce the approach was extended to solve the problem
negative impact. Qu et al. (2007) presented of surgery scheduling. Taking into consider-
a closed-form approach to determine the ation the cases where operating rooms were
optimal percentage of open-access appoint- shared by elective and emergency patients,
ments and match daily provider capacity Lamiri et al. (2008b) integrated a stochastic
to demand. Vissers et al. (2007) built a simu- mathematical programming model and a col-
lation model to examine the impact of umn generation approach to address the
the admission plan in a simplified hospital problem of elective surgery planning. Persson
setting. Vasilakis et al. (2007) compared two and Persson (2009) provided a simulation-
methods of scheduling outpatient clinic based approach to schedule a queue of
appointments in the setting where the patients for surgery within a certain time
availability of surgeons for appointments frame. Gupta (2007) identified a variety of ac-
depended on other clinical activities. tivities for mangers to deal with in surgical
Muthuraman and Lawley (2008) formulated suites, analysed three typical activities in de-
a stochastic overbooking model and devel- tail, and proposed the corresponding models
oped an appointment scheduling policy for to support decision-making in these activities.
outpatient clinics. Gupta and Denton (2008) (6) Ambulance scheduling. Iannoni et al. (2008)
modelled a healthcare delivery system were concerned with the dispatching
with particular attention to the factors that scheme of ambulances on highways involv-
challenged appointment scheduling. Green ing partial backups and multiple dispatches;
and Savin (2008) conceptualized an appoint- the confliction of the goals of the satisfactory
ment system as a single-server queuing level of users and the utilization rate of
system in which customers had a state- ambulances was discussed, and the hyper-
dependent probability of not being served cube model was integrated into a genetic
and might rejoin the queue. Cayirli et al. algorithm to optimize the configuration and
(2008) investigated two patient classification operation of the system. Melachrinoudis
approaches in the appointment system: et al. (2007) proposed a double-request dial-
using patient classification only for sequenc- a-ride model to minimize total cost of vehicle
ing patient appointments and using patient transportation and the inconvenience time of
classification for both sequencing and ap- patients in a healthcare organization.
pointment interval adjustment. (7) OR relating to other healthcare resources. Fei et al.
(5) Surgery planning. Hans et al. (2008) considered (2008) studied an ‘open strategy’ to schedule
the problem of robust surgery loading for a operation rooms; their objectives were to
hospital’s operating department to maximize maximize the utilization of operating rooms
capacity utilization and minimize the risk of and to minimize overtime cost, and the
overtime. Cardoen et al. (2009) investigated column-generation-based heuristic procedure
the sequencing of surgical cases in a day- was proposed to obtain the best approximated
care facility and applied the column solution. Chern et al. (2008) applied a heuristic
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Katsaliaki and Brailsford (2007) modelled the and goal programming for the assessment
entire blood supply chain for the hospital to and planning of healthcare resource alloca-
improve blood inventory policy. tions. Oliveira and Bevan (2008) developed a
(10) Hybrid problems. Bertels and Fahle (2006) generic model for the estimation of ‘unavoid-
studied the design of rosters in home health able’ hospital costs. Ouellette and Vierstraete
care, and they took into account the staff (2004) modified the EDA by introducing
rostering and vehicle routing to minimize quasifixed inputs and applied it in a hospital
transportation cost and maximize the satis- emergency service. Leonard et al. (2005)
faction of patients and nurses. Beliën and elaborated the relationship of the investment
Demeulemeester (2006) applied a column and the effectiveness of a healthcare system
generation technique to schedule nurses and and applied OR techniques to justify the
operation rooms simultaneously. Beraldi investment. Shaw and Marshall (2007)
et al. (2004) developed a stochastic program- proposed a special type of Markov model to
ming model with probabilistic constraints investigate the case mix of patients and the
to locate emergency service sites and select expected patient turnovers. Shimshak et al.
the sizes of vehicles. Griffin et al. (2008) devel- (2009) discussed EDA as a benchmarking tech-
oped an optimization model to determine nique for nursing homes, taking account of the
the locations, number, and levels of service quality of care.
of new community healthcare centres. Brent
et al. (2007) combined an analytic hierarchy
process with a life cycle management
approach to minimize infection of patients Summary
and workers. Prior (2006) applied the EDA The studies of OR in healthcare and social assis-
and the Malnquist productivity index to ana- tance industries have focused on the healthcare
lyse the efficiency and quality of hospitals. deliveries in recent years, which coincided with
Singer and Donoso (2008) used the queuing some observations that there exist large chal-
theory to assess the performance of an lenges in the healthcare deliveries in both devel-
ambulance service and optimized the geo- oped and developing countries (Brandeau et al.,
graphical coverage of bases. Takeda et al. 2005). The main topics appearing in the literature
(2007) conducted a comparative analysis of are concluded in Tables 7 and 8. Nurse scheduling
the effect of decentralizing ambulances and is an important topic in this field. Other typical
adding new ambulances to the system in topics include locating the limited facilities and
contrast to the centralized system. Butler and scheduling medical resources. Most of the OR
Li (2005) used EDA to assess the effectiveness problems have been modelled as optimization
of the resource utilization in hospitals. problems, and the optimization is generally
De Moraes et al. (2010) studied the insufficient with multiple design criteria. Some researches
use of healthcare equipment and used the weighted multiple objectives into a single objec-
multicriteria analysis methodology to obtain tive function in their formulations and solutions
benchmarkers and identify opportunities for (e.g. Araz et al., 2007), whereas others developed
improvement. Filipe et al. (2008) provided a the solutions from different objective functions
critical review on the evaluation of primary and compared their performances (e.g. Johnson
healthcare providers using DEA. Liberatore et al., 2005).
and Nydick (2008) presented a literature re- Because of the complication of the models,
view of the analytic hierarchy process for its solutions to majority of problems could not be
application on decision-making in healthcare. found within a reasonable time if an analytical
Nahra et al. (2009) conducted a two-stage anal- optimization approach is applied. Therefore,
ysis on efficiency of outpatient substance many heuristic algorithms have been proposed
abuse treatments. Oddoye et al. (2007, 2009) to find second-optimized solutions (e.g. Su and
described a combination of simulation model Zenios, 2006; Iannoni et al., 2008).
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Table 7 Topics of operations research in human health and social assistance industries
Topics Examples
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DOI: 10.1002/sres
Portfolio management Optimal portfolio (Ballestero and Pla-Santamaria, 2004; Derigs and
Nickel, 2004; Çanakoğlu and Özekici, 2008)
Pension fund (Dupacová and Polívka, 2008; Josa-Fombellida and
Rincon-Zapatero, 2010)
Investment decision (Trappey et al., 2007; Wonglimpiyarat, 2009)
Portfolio balance (Abrache et al., 2005)
Business management Financial alliance (Hinojosa et al., 2005; Korhonen and Voutilainen,
2006; Korhonen et al., 2006)
Marketing (Prinzie and Van den Poel, 2006)
Business operations (Baesens et al., 2005; Geismar et al., 2007; Sanchis
et al., 2007; Viaene et al., 2007; Suresh and Richard, 2008)
Staffing (Kekre et al., 2009)
Other decision (Paisittanand and Olson, 2006)
Performance measure and (Brockett et al., 2004; Camanho and Dyson, 2005; Portela and
benchmarking Thanassoulis, 2005; Pastor et al., 2006; Sherman and Rupert, 2006;
Sherman and Zhu, 2006; Gutiérrez-Nieto et al., 2007; Ioannou and
Mavri, 2007; Bergendahl and Lindblom, 2008; Kao and Hwang, 2008;
Avkiran, 2009; Das et al., 2009; Ho and Wu, 2009; Lo and Lu, 2009;
Ray and Das, 2010)
Research on techniques (Sodhi, 2005; Brown, 2006; Sherman and Zhu, 2006)
algorithms have been reported in the financial (2008) described the scenario generation tech-
services (Breton, 2008); for example, the Journal niques for stochastic programming in the Czech
of Computers & Operations Research dedicated a pension fund. Josa-Fombellida and Rincon-
special issue in 2008 on OR in this field. Zapatero (2010) studied the management of an
In this section, collected articles relate to aggregated pension fund in the presence of a
decision-making in the financial service industry, stochastic interest rate to minimize deviations of
rather than financial operations in any other the unfunded actuarial liability from zero along
industries. These articles have been classified a finite-time horizon. Trappey et al. (2007)
into three broad areas: portfolio management, analysed the internationalization process model
asset valuation, and performance measure and for investment decisions and expanded it to two
benchmarking. investment decision models. Wonglimpiyarat
(2009) proposed a process model to analyse the
influence of capital market laws and an initial
Portfolio Management public offering process on venture capitals.
Derigs and Nickel (2004) described a two-phase Abrache et al. (2005) proposed a new bundle-
simulated annealing approach for a special class based formulation for portfolio balancing in the
of portfolio management problems, that is, opti- financing market.
mizing a stock fund with respect to tracking
errors and transaction costs over time. Çanakoğlu
and Özekici (2008) considered selecting portfolios Managerial Decisions
in a multiple-period setting where the investor Korhonen and Voutilainen (2006) studied alterna-
maximized the utility of the terminal wealth in a tive alliances between banks and insurance com-
stochastic market. By searching for a portfolio panies and used an expert panel and analytic
ranking based on compromise properties, hierarchy process in searching the best alliance
Ballestero and Pla-Santamaria (2004) selected the model. Korhonen et al. (2006) investigated the
mutual fund portfolios based on the statistics of financial alliance compromise structure between
investor’s preferences. Dupacová and Polívka the executives and supervisory authorities of
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
banks and insurance companies in Finland. paying ability of claims, and return on investment.
Hinojosa et al. (2005) applied the core solution Camanho and Dyson (2005) developed an estima-
concepts for multi-objective games in a bank tion method for the upper and lower bounds of the
ATM network. Prinzie and Van den Poel (2006) cost efficiency measure. Kao and Hwang (2008)
analysed purchase sequences to identify cross- used a two-stage DEA to evaluate the efficiency
buying patterns, which might discover cross- of decision processes in Taiwanese insurance
selling opportunities using Markov, MTD, and companies. By integrating DEA with slacks-based
MTDg models. measures, Lo and Lu (2009) investigated the
Viaene et al. (2007) studied automated detec- efficiency performance of several small financial
tion systems in deciding whether or not to inves- holding companies. Ray and Das (2010) used the
tigate questionable claims. Baesens et al. (2005) nonparametric DEA to estimate cost and profit
discussed and compared statistical and neural efficiency of Indian banks. Sherman and Rupert
network approaches in survival analysis to (2006) used the same approach to analyse the per-
predict when customers will default in their formance of a banking network with 200 branches.
personal loans. Geismar et al. (2007) analyzed Portela and Thanassoulis (2005) measured the
two business models that captured the flow of profit efficiency to identify the sources of any
currency between a bank and the Federal Reserve shortfall in profitability in Portuguese banking
System (Fed) and provided bank managers with systems. Avkiran (2009) illustrated an application
optimal strategies to control the currency flow of DEA measure using the simulated data of profit
for a variety of cost structures and demand centres in domestic commercial banks in the
patterns. Sanchis et al. (2007) investigated finan- United Arab Emirates. Das et al. (2009) measured
cial stability using a banking crisis analysis and the labour efficiency of individual branches of a
the bankruptcy prediction model. Suresh and large public sector bank with a sizable network of
Richard (2008) examined two methods for the branches across India. Gutiérrez-Nieto et al.
bank operating programs to minimize their (2007) applied the DEA measure in microfinance
deposit inventories within the limits of the institutions. Ioannou and Mavri (2007) presented
Federal Reserve regulations. Kekre et al. (2009) a decision support system to evaluate a branch
developed a simulation model to analyse the network and determine the number of branches
risk–efficiency trade-off at a major commercial and the mix of services to maximize the revenue
bank and recommended guidelines for workforce of banks. Sherman and Zhu (2006) incorporated
downsizing. Paisittanand and Olson (2006) ap- the quality factor in DEA and applied it in a US
plied the Monte Carlo simulation to evaluate bank with a large number of branches.
the financial risk of a decision-making system
for project selections.
Research on Techniques
Brown (2006) demonstrated the pitfalls and pro-
Performance Measure and Benchmarking tocols of using DEA to enhance its application
Ho and Wu (2009) conducted performance mea- performance in financial service sectors. Sodhi
surements for Internet banks by using EDA and (2005) reviewed dynamic linear programming
principal component analysis. Chen et al. (2009) models and the challenges for asset–liability
applied the DEA to evaluate the performance of management.
CEOs of US banks. Pastor et al. (2006) deployed a
complementary pair of nonparametric techniques
to evaluate the performances of the branch Summary
offices of a large European bank. Bergendahl and The studies of OR in financial and insurance indus-
Lindblom (2008) applied DEA to develop the prin- tries have grown in recent years. The published
ciples to evaluate the efficiency of banks. Brockett works have been classified into four areas, that is,
et al. (2004) assessed the efficiency of insurance portfolio management, business management,
companies from the perspectives of solvency, performance measure and benchmarking, and
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
researches on techniques. The strengths of re- (1) The boundaries of an OR problem are not
searches in the first three areas are roughly equal, well defined because the goals and participa-
whereas the solvers of practical problems in these tors involved in OR activities are usually
areas heavily depend on OR techniques; however, temporary and dynamic.
the researches dedicated to the OR approaches (2) Decision-making in the service sector is
are rare (Sodhi 2005; Brown, 2006; Sherman and more time sensitive, which prohibits one
Zhu 2006). from long-time planning and scheduling.
(3) The inputs and outputs of a decision-making
process are more subjective, which can be
hard to quantify in decision models; more-
CONCLUSIONS over, some variables are closely related to
human behaviour and perceptions.
The OR studies in the service sector have been (4) The required information in decision-making
very active in recent years; a close look into the processes tends to be ambitious, fuzzy, ran-
publications in 17 leading OR journals leads to
dom, and rough.
the conclusion that the five most active research (5) It becomes necessary to keep customers and
subjects are transportation and warehousing, suppliers in the decision-making loop for
information and communication, human health
prompt and effective optimistic decisions.
and social assistance, retails and wholesales,
and financial and insurance services; the papers With the rapid growth and spread of IT, we
classified within these five sectors account for
anticipate that OR-related research directions will
more than 80% of the total papers in OR. Two be radically changed to address the aforemen-
limitations can be observed from our literature tioned challenges and take into account the signif-
review:
icant impact of the rapid advance of IT. More
specifically, we foresee that the following aspects
The majority of the work has been customized
will be some of the attractive research subjects in
solutions dedicated to some specific applica-
future studies of OR in the service sector: (1) the
tions and scenarios; generic solutions applied
development of data acquisition system capable
in a broad scope of applications or the studies
of acquiring real-time data from environment, cus-
on fundamentals of general solvers are lacking.
tomers, and within the system with the adaption
Conventional methodologies in ORs have
of radiofrequency identification, wireless senor
been widely used in supporting the decision-
networks, and geographic information systems
making of OR in the service section. For exam-
(Xu et al., 2008; Kumar et al., 2011; Li, 2012, 2013;
ple, DEA and column generation methods are
Li et al., 2013a, 2013b; Niu et al., 2013; Wang et al.,
applied for modelling and formulation; and
2013); (2) new theories and methodologies for
traditional analytical mathematical formula-
planning and scheduling that deal with complex-
tion, genetic algorithms, simulated annealing
ity and dynamics of a system in real time, with
algorithms, and the Pareto sets are used as
the adoption of distributed intelligence and cloud
the solvers of optimization.
computing; (3) new methodologies to take into ac-
The advances in OR theories and methodologies count of fault or unreliable information and ensure
are evolutional rather than revolutionary. In a the robustness and reliability of decision-making
word, existing technologies are facing challenges processes; and (4) the enabling technologies to deal
in dealing with ever-increasing scales, complexi- with the distributed nature, fuzziness, roughness,
ties, uncertainties, and dynamics of OR problems. and expert knowledge in decision-making. As a
A comparison between the OR activities in summary, the emerging information technologies
service industries and those in manufacturing such as the Internet of Things and cloud comput-
industries has shown that the OR application in ing will play a significant role in promoting system
the service sector possess more challenges, in science for OR in various applications including
the following sense: the service sector.
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
Copyright © 2013 John Wiley & Sons, Ltd. Syst. Res. 30, 300–353 (2013)
DOI: 10.1002/sres
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