Research

Publications:

• Armony, M., Bambos, N., (1999) Queueing Networks with Interacting Service Resources, Proceedings of the 37th Annual Allerton Conference on Communication, Control, and Computing, 42-51.

• Armony, M., Klincewicz, J., Luss, H., Rosenwein, M., (2000) Design of Stacked Self-Healing Rings Using a Genetic Algorithm, Journal of Heuristics, 6, 85-105.

• Armony, M. and Haviv, M., (2000) Price and Delay Competition between Two Service Providers, The European Journal of Operational Research, 147(1) 32-50.

• Armony, M. and Bambos, N., (2003), Queueing Dynamics and Maximal Throughput Scheduling in Switched Processing Systems, Queueing Systems, 44, 209-252.

• Armony, M. and Maglaras, C., (2004) On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules and System Design, Operations Research,52(2) 271-292.

• Armony, M. and Maglaras, C., (2004) Contact Centers with a Call-Back Option and Real-Time Delay Information, Operations Research, 52(4) 527-545.

• Armony, M. and Plambeck, E., (2005) The Impact of Duplicate Orders on Demand Estimation and Capacity Investment, Management Science, 51(10) 1505-1518.

• Armony, M., (2005) Dynamic Routing in Large-Scale Service Systems with Heterogeneous Servers, Queueing Systems, 51(3-4) 287-329.

• Aksin, Z., Armony, M., Mehrotra, V., (2007) "The Modern Call-Center: A Multi-Disciplinary Perspective on Operations Management Research." Production and Operations Management, Special Issue on Service Operations in honor of John Buzacott (ed. G. Shanthikumar and D. Yao) 16 (6) 655-688.

• Gurvich, I., Armony, M., Mandelbaum, A., (2008) Service Level Differentiation in Call Centers with Fully Flexible Servers. Management Science 54(2) 279-294.

• Armony, M., Plambeck, E., Seshadri, S., (2009)Sensitivity of Optimal Capacity to Customer Impatience in an Unobservable M/M/S Queue (Why You Shouldnt Shout at the DMV). Manufacturing & Service Operations Management, 11(1) 19-32.

• Armony, M., Shimkin, N., Whitt, W., (2009) The Impact of Delay Announcements in Many-Server Queues with Abandonment. Operations Research, 57(1) 66-81.

• Gurvich, I., Armony, M., Maglaras, C.(2009) "Cross-Selling in a Call Center with a Heterogeneous Customer Population." Operations Research, 57 (2) 299-313.

• Armony, M., Gurvich, I., (2010) "When Promotions Meet Operations: Cross Selling and Its Effect on Call-Center Performance ." Manufacturing & Service Operations Management 12 (3) 470-488.

• Armony, M., Ward, A.R., (2010) "Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems." Operations Research, 58(3) 624-637.

• Armony, M., Mandelbaum, A., (2011) "Routing and Staffing in Large-Scale Service Systems: The Case of Homogeneous Impatient Customers and Heterogeneous Servers." Operations Research, 59 (1) 50-65.

• Ward, A.R., Armony, M. (2013) "Blind Fair Routing in Large-Scale Service Systems." Operations Research, 61 (1) 228-243.

• Kocaga, Y.L., Armony, M., Ward, A.R., (2015) "Staffing Call Centers with Uncertain Arrival Rates and Co-sourcing." Production and Operations Management, 24(7) 1101-1117.

• Chan, C., Armony, M., Bambos, N., (2015) "Maximum Weight Matching with Hysteresis in Overloaded Queues with Setups." Queueing Systems, 82 (3) 315-351.

• Zacharias, C., and Armony, M. (2015) "Joint Panel Sizing and Appointment Scheduling in Outpatient Care." (Forthcoming in Management Science)

• Gershengorn, HB., Xu, Y., Chan, CW, Armony, M., Gong, MN., (2016) The Impact of Adding a Physician Assistant to a Critical Care Outreach Team. Plos One, 11.

• Armony, M., Atar, R., Honnappa, H., (2017) "Asymptomatically optimal appointment schedules with customer no-shows." Mathematics of Operations Research, 44 (4), 1145-1509.

• Armony, M., Roels, G., Song, H., (2017) "Pooling Queues with Discretionary Service Capacity ."

• Ibrahim, R., Armony, M., Bassamboo, A., (2017) "Does the Past Predict the Future? The Case of Delay Announcements in Service Systems." Management Science, 63(6), 1762-1780

• Xu, Y., Armony, M., Ghose, A., (2017) "Interplay between Online Reviews and Physician Demand: An Empirical Investigation."

  • "(Online Appendix)."

• Armony, M., Chan, C., Zhu, B., (2018) “Critical Care Capacity Management: Understanding the Role of a Step Down Unit.” Production and Operations Management, 27 (5), 859-883.

Working Papers:

• Armony, M., Israelit, S., Mandelbaum, A., Marmor, Y., Tseytlin, Y., Yom-tov, G., (2015) "On Patient Flow in Hospitals: A Data-Based Queueing-Science Perspective. An Extended Version." Stochastic Systems, 5 (1).

• Xu, Y., Armony, M., Liu, N. (2020) “On Witholding Capacity from Strategic Patients.”