{"id":"https://openalex.org/W4409062636","doi":"https://doi.org/10.1287/msom.2022.0271","title":"Managing Flexible Capacity in Service Systems with Worker Shortages","display_name":"Managing Flexible Capacity in Service Systems with Worker Shortages","publication_year":2025,"publication_date":"2025-04-01","ids":{"openalex":"https://openalex.org/W4409062636","doi":"https://doi.org/10.1287/msom.2022.0271"},"language":"en","primary_location":{"id":"doi:10.1287/msom.2022.0271","is_oa":false,"landing_page_url":"https://doi.org/10.1287/msom.2022.0271","pdf_url":null,"source":{"id":"https://openalex.org/S81410195","display_name":"Manufacturing & Service Operations Management","issn_l":"1523-4614","issn":["1523-4614","1526-5489","1526-5498"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310315699","host_organization_name":"Institute for Operations Research and the Management Sciences","host_organization_lineage":["https://openalex.org/P4310315699"],"host_organization_lineage_names":["Institute for Operations Research and the Management Sciences"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Manufacturing &amp; Service Operations Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5026311258","display_name":"Yuting Yuan","orcid":"https://orcid.org/0000-0003-1720-0394"},"institutions":[{"id":"https://openalex.org/I130769515","display_name":"Pennsylvania State University","ror":"https://ror.org/04p491231","country_code":"US","type":"education","lineage":["https://openalex.org/I130769515"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Yuting Yuan","raw_affiliation_strings":["Smeal College of Business, Pennsylvania State University, University Park, Pennsylvania 16802"],"raw_orcid":"https://orcid.org/0000-0003-1720-0394","affiliations":[{"raw_affiliation_string":"Smeal College of Business, Pennsylvania State University, University Park, Pennsylvania 16802","institution_ids":["https://openalex.org/I130769515"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5026311258"],"corresponding_institution_ids":["https://openalex.org/I130769515"],"apc_list":null,"apc_paid":null,"fwci":4.0248,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.93262788,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":97},"biblio":{"volume":"27","issue":"3","first_page":"808","last_page":"824"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10974","display_name":"Advanced Queuing Theory Analysis","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10551","display_name":"Scheduling and Optimization Algorithms","score":0.9896000027656555,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11125","display_name":"Petri Nets in System Modeling","score":0.9474999904632568,"subfield":{"id":"https://openalex.org/subfields/1703","display_name":"Computational Theory and Mathematics"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6732587814331055},{"id":"https://openalex.org/keywords/economic-shortage","display_name":"Economic shortage","score":0.648767352104187},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.522972583770752},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.4771106541156769},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.47591668367385864},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4045315682888031},{"id":"https://openalex.org/keywords/industrial-organization","display_name":"Industrial organization","score":0.3620389401912689},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.296819269657135},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.16577869653701782}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6732587814331055},{"id":"https://openalex.org/C194051981","wikidata":"https://www.wikidata.org/wiki/Q1337691","display_name":"Economic shortage","level":3,"score":0.648767352104187},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.522972583770752},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.4771106541156769},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.47591668367385864},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4045315682888031},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.3620389401912689},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.296819269657135},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.16577869653701782},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1287/msom.2022.0271","is_oa":false,"landing_page_url":"https://doi.org/10.1287/msom.2022.0271","pdf_url":null,"source":{"id":"https://openalex.org/S81410195","display_name":"Manufacturing & Service Operations Management","issn_l":"1523-4614","issn":["1523-4614","1526-5489","1526-5498"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310315699","host_organization_name":"Institute for Operations Research and the Management Sciences","host_organization_lineage":["https://openalex.org/P4310315699"],"host_organization_lineage_names":["Institute for Operations Research and the Management Sciences"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Manufacturing &amp; Service Operations Management","raw_type":"journal-article"},{"id":"pmh:oai:scholarsphere.psu.edu:845cc5f1-83a4-48db-b5d7-ac23004d203d","is_oa":false,"landing_page_url":"https://scholarsphere.psu.edu/resources/845cc5f1-83a4-48db-b5d7-ac23004d203d","pdf_url":null,"source":{"id":"https://openalex.org/S4306401507","display_name":"ScholarSphere (Penn State Libraries)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I3130638595","host_organization_name":"Pangasinan State University","host_organization_lineage":["https://openalex.org/I3130638595"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Article"},{"id":"pmh:oai:RePEc:inm:ormsom:v:27:y:2025:i:3:p:808-824","is_oa":false,"landing_page_url":"http://doi.org/10.1287/msom.2022.0271","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":39,"referenced_works":["https://openalex.org/W134761496","https://openalex.org/W1933839856","https://openalex.org/W1995245183","https://openalex.org/W1995665447","https://openalex.org/W1999245032","https://openalex.org/W2000051228","https://openalex.org/W2011361648","https://openalex.org/W2011786610","https://openalex.org/W2031319884","https://openalex.org/W2040690309","https://openalex.org/W2054587269","https://openalex.org/W2071657633","https://openalex.org/W2099938754","https://openalex.org/W2113764604","https://openalex.org/W2139432451","https://openalex.org/W2140283201","https://openalex.org/W2143499340","https://openalex.org/W2153179668","https://openalex.org/W2164669679","https://openalex.org/W2165476561","https://openalex.org/W2261667115","https://openalex.org/W2298106964","https://openalex.org/W2565392178","https://openalex.org/W2613323507","https://openalex.org/W2962781901","https://openalex.org/W2964844726","https://openalex.org/W2965187647","https://openalex.org/W2993532252","https://openalex.org/W3022851288","https://openalex.org/W3025515924","https://openalex.org/W3099019570","https://openalex.org/W3104776238","https://openalex.org/W3106669907","https://openalex.org/W3121977120","https://openalex.org/W3122227317","https://openalex.org/W3125647812","https://openalex.org/W3174565095","https://openalex.org/W4398776088","https://openalex.org/W4403209146"],"related_works":["https://openalex.org/W2579473328","https://openalex.org/W2509147714","https://openalex.org/W4239898203","https://openalex.org/W2586833044","https://openalex.org/W2603666417","https://openalex.org/W46955353","https://openalex.org/W2315021981","https://openalex.org/W2955295882","https://openalex.org/W57911776","https://openalex.org/W1996137866"],"abstract_inverted_index":{"Problem":[0],"definition:":[1],"We":[2,88,116],"study":[3,143,186],"innovative":[4],"capacity-planning":[5],"strategies":[6],"for":[7,59],"service":[8,16,45,210,253],"systems":[9,203],"that":[10,188,230,290],"encounter":[11],"significant":[12],"challenges":[13],"in":[14,85,129,201,211],"maintaining":[15],"quality":[17,208],"because":[18,260],"of":[19,55,82,92,101,126,150,195,209,225,234,238,252],"worker":[20,64,131,199],"shortages,":[21,132],"a":[22,38,43,49,98,163,241,271,276],"prevalent":[23],"and":[24,32,62,79,138,204,227,257],"growing":[25],"issue":[26],"across":[27],"healthcare,":[28],"retail,":[29],"customer":[30,102],"service,":[31],"other":[33],"labor-intensive":[34],"sectors.":[35],"Methodology/results:":[36],"Using":[37],"stylized":[39],"queueing":[40],"model":[41,67],"representing":[42],"centralized":[44],"system,":[46],"we":[47,108],"propose":[48],"multistage":[50],"staffing":[51,70,84,152,171,175,179,226,283],"strategy":[52,243,273],"utilizing":[53],"capacities":[54],"various":[56],"flexibility.":[57],"Accounting":[58],"demand":[60],"uncertainty":[61],"limited":[63],"supply,":[65],"our":[66,151],"prescribes":[68],"dynamic":[69],"decisions,":[71],"including":[72],"long-term":[73,196],"base":[74],"staffing,":[75,78],"short-term":[76],"agency":[77,83,170,174],"the":[80,90,93,124,148,154,207,212,232,250,287],"allocation":[81],"real":[86],"time.":[87],"establish":[89],"convexity":[91],"exact":[94],"cost":[95,139,156,239],"functions":[96],"under":[97,112],"reasonable":[99],"assumption":[100],"patience.":[103],"To":[104],"gain":[105],"further":[106,268],"insights,":[107],"characterize":[109],"approximate":[110,120],"solutions":[111,121],"stochastic":[113],"fluid":[114],"approximation.":[115],"then":[117],"leverage":[118],"these":[119],"to":[122,172,245,286],"quantify":[123],"benefits":[125],"flexible":[127,190,218],"capacity":[128,191,219,279],"mitigating":[130],"specifically":[133],"by":[134,166],"analyzing":[135],"server":[136,264],"utilization":[137,194,265],"reduction.":[140],"A":[141],"case":[142],"using":[144],"hospital":[145],"data":[146],"validates":[147],"effectiveness":[149],"solutions;":[153],"annual":[155],"reduction":[157],"can":[158],"reach":[159],"at":[160,302],"least":[161],"half":[162],"million":[164],"dollars":[165],"switching":[167],"from":[168],"independent":[169,282],"pooled":[173],"if":[176],"their":[177],"unit":[178],"costs":[180,229],"are":[181,255],"comparable.":[182],"Managerial":[183],"implications:":[184],"Our":[185],"demonstrates":[187],"incorporating":[189],"alleviates":[192],"heavy":[193],"capacity,":[197],"preventing":[198],"burnout":[200],"understaffed":[202],"ultimately":[205],"improving":[206],"long":[213],"run.":[214],"In":[215,236],"addition,":[216],"employing":[217],"effectively":[220],"reduces":[221,269,292],"system":[222],"cost\u2014a":[223],"combination":[224],"delay":[228],"reflects":[231],"severity":[233],"shortages.":[235],"terms":[237],"reduction,":[240],"pooling":[242,261,272,291],"proves":[244],"be":[246],"particularly":[247],"advantageous":[248],"when":[249],"demands":[251],"units":[254],"volatile":[256],"countermonotonic.":[258],"Interestingly,":[259],"induces":[262],"high":[263],"(which":[266],"likely":[267],"congestion),":[270],"may":[274],"recommend":[275],"higher":[277],"total":[278],"than":[280],"an":[281],"strategy,":[284],"contrary":[285],"common":[288],"wisdom":[289],"resource":[293],"requirements.":[294],"Supplemental":[295],"Material:":[296],"The":[297],"online":[298],"appendix":[299],"is":[300],"available":[301],"https://doi.org/10.1287/msom.2022.0271":[303],".":[304]},"counts_by_year":[{"year":2025,"cited_by_count":3}],"updated_date":"2026-07-15T18:14:33.161393","created_date":"2025-10-10T00:00:00"}
