2015 Informs Annual Meeting

TA42

INFORMS Philadelphia – 2015

3 - Co-opetition in Services: The Boardwalk Phenomenon Lucy Gongtao Chen, National University of Singapore, 15 Kent Ridge Drive, Singapore, Singapore, bizcg@nus.edu.sg, Tinglong Dai, Nagesh Gavirneni, Xuchuan Yuan We consider two service firms (e.g. restaurants) that compete on price and waiting time and cooperate on entertainment effort that reduces the waiting cost of the patrons. We study monopoly and duopoly settings and in the latter, we consider both individual and joint entertainment efforts. We show that by cooperating on entertainment, the competing service firms are able to achieve efficiency levels equivalent to that of monopoly settings. TA40 40- Room 101, CC Behavioral Operations III Contributed Session Chair: Ling Li, Professor, Department Chair of IT, Old Dominion University, 2064 Constant Hall, Norfolk, VA, 23529, United States of America, lli@odu.edu 1 - Newsvendor Decision with Multiple Reference Points Feng Li, Dr., South China University of Technology, Wushan Road, Guangzhou, China, fenglee@scut.edu.cn, Ying Wei This paper studies how bottom line and status quo as reference profits influence the newsvendor behavior and the optimal order quantity. Employing tri-reference point theory, psychological value of the profit is regarded as gain, loss, or failure based on the two benchmarks. We find that the presence of bottom line decreases the optimal order quantity. In additon, the optimal order quantity may decrease with the wholesale price and increase with the retail price. 2 - Prediction on Network Public Opinion in Online Communities of Different Age Structures Tianjiang Boning, Master, Huazhong University of Science and Technology, 1037 Luoyu Road, Wuhan, HU, 430074, China, t.j.mcgrady@hotmail.com We get the evolution law of different age structures in different internet public opinion events through simulation and analysis, and analyze the effect of youth group, middle-aged group and elderly group in each community on internet public opinion respectively, and also find the special role that the elderly group plays during the public opinion evolution processes. In the end, we propose some effective suggestions for Government according to simulation results. 3 - Employees’ Cyber Security Behavior and Information Security Policy Ling Li, Professor, Department Chair of IT, Old Dominion This research focuses on cybersecurity by theoretically defining the conceptual domains of employees’ online security behavior and beliefs. We examined the relative importance of 10 factors that will be used for developing new training methods and materials to improve employee’s awareness and skills to defend against cybersecurity risks, and investigated the relationship between the availability of cybersecurity policy and individual employee’s behavior and beliefs toward cybersecurity issues. University, 2064 Constant Hall, Norfolk, VA, 23529, United States of America, lli@odu.edu, Li Xu, Wu He

2 - Pareto Improving Flow Control Policies for Multi-server Emergency Departments - New Perspectives Hung Do, Assistant Professor, University of Vermont, 55 Colchester Ave., Kalkin Hall 207, Burlington, VT, 05405, United States of America, hdo@bsad.uvm.edu, Masha Shunko Using Emergency Medical Services setting as motivation, we design and analyze flow control policies for service systems with N multiple-server queues. We focus on policies that improve performance of the system and benefit all involved entities. We propose new perspectives on performance measures, novel methods to comparatively analyze flow control policies and reveal managerial insights that help design such Pareto improving policies in practice. 3 - Adopting Best Practices: Public Relative Performance Feedback as a Tool for Standardizing Workflow Hummy Song, Harvard University, Wyss House, In complex service systems, standardizing workflows (not processes) may be an effective way to improve operational performance. We explore how public disclosure of relative performance feedback (RPF) on individual workers’ processing times can help standardize workflow and improve productivity. We examine the effect of public RPF on worker productivity and the extent to which this varies by whether standardized processes are in place. We also explore potential mechanisms driving these effects. 4 - The Disposition Decision: Handoffs and End-of-shift Effects in an Emergency Department Robert Batt, Asst. Professor, Wisconsin School of Business, UW- Madison, 975 University Ave., Grainger Hall, 5279, Madison, WI, 53706, United States of America, rbatt@bus.wisc.edu, Diwas Kc, Bradley Staats, Brian Patterson We look at the effect of emergency department patients hand-offs on operational variables such as length of stay, revisit rate, physician productivity. We also examine what factors impact the probability of a patient being handed-off at the end of a shift versus being dispositioned by the current doctor. TA42 42-Room 102B, CC Operational Decision Making in Healthcare Sponsor: Manufacturing & Service Oper Mgmt/Healthcare Operations Sponsored Session Chair: Vishal Ahuja, Southern Methodist University, P.O. Box 750333, Dallas, TX, United States of America, vahuja@smu.edu 1 - Impact of Severity-adjusted Workload on Health Status of Patients Discharged from an ICU Song Hee Kim, Assistant Professor, Marshall School of Business, University of Southern California, Los Angeles, CA, United States of America, songheek@marshall.usc.edu, Edieal Pinker, Elizabeth Bradley, Joan Rimar We examine whether workload has a direct impact on the health status of patients discharged from ICUs, using data from two ICUs and a new measure of patient acuity called the Rothman Index (RI). The RI is updated hourly in the ICU, enabling us to track the health status of patients. Also, leveraging the RI, we measure ICU workload in a novel way that takes into account not only the census but also patient acuity, and study this severity-adjusted workload’s impact on the patient disposition. 2 - Evidence of Strategic Behavior in Medicare Claims Reporting Soldiers Field Road, Boston, MA, 02163, United States of America, hsong@hbs.edu, Karen Murrell, Anita Tucker, David Vinson Hamsa Bastani, Graduate Student, Stanford University, United States of America, hsridhar@stanford.edu, Joel Goh, Mohsen Bayati Upcoding is the practice where medical providers alter claims data to receive increased reimbursement. Previous studies on detecting upcoding have been limited by unobserved confounders (e.g. provider quality and patient risk). We present a novel approach using a double regression that exploits state-level variations in adverse event regulation and instrumental variables to provide evidence of upcoding at a national scale. We also make several policy recommendations for reducing upcoding.

TA41 41-Room 102A, CC

Studies in Healthcare Productivity Sponsor: Manufacturing & Service Oper Mgmt/Healthcare Operations Sponsored Session

Chair: Robert Batt, Asst. Professor, Wisconsin School of Business, UW- Madison, 975 University Ave., Grainger Hall, 5279, Madison, WI, 53706, United States of America, rbatt@bus.wisc.edu 1 - Mining for Content: A Study of E-visits Hessam Bavafa, Assistant Professor, Wisconsin School of Business, Madison, WI, United States of America, hbavafa@bus.wisc.edu We study the micro-structure of e-visits, electronic communications between patients and providers through patient portals. The main promise of e-visits as a new channel for providing primary care services is to decrease the number of office visits and improve patient health. We examine detailed information about the patients, providers, and e-visit details (e.g., timings and text of e-visits) to establish a better understanding of e-visits.

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