Faculty Directory

Professor of Operations Management

Longbrake Endowed Professor of Operations Management

Education

PhD University of Pennsylvania (2000)

MA University of Pennsylvania (1997)

MA John Hopkins University (1995)

BS Shanghai Jiao Tong University (1993)

Academic Expertise

Current Research

Service Operations Management (call centers, quality-related issues, etc.)

Supply Chain Management (supply chain design, cross-docking, etc.)

Operations/Marketing interface issues (inventory, pricing, etc.)

Operations/IT interface issues (capacity, incentive, etc.)

Stochastic Models, Queueing Applications, Markov Decision Processes

Human Resource Issues in Operations (turnover, learning)

Positions Held

At the University of Washington since 2000

Selected Publications

“Impact of Queue Configuration on Service Time: Evidence from a Supermarket“
Wang, J. & Zhou, Y.-P., (in press). Management Science.

“To Preannounce or Not: New Product Development in a Competitive Duopoly Market“
Klastorin, K., Mamani, H., Zhou, Y.-P., (2016). Production and Operations Management, Vol. 25(12), pp. 2051-2064.

“Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling“
N. Gans, N. Korolev, A. McCord, H. Ristock, H. Shen, Y.-P. Zhou, (2015). Manufacturing & Service Operations Management, Vol. 17(4), pp. 571-588.

“How does customer self-construal moderate CRM value creation chain?“
J. Qi, Q. Qu, Y.-P. Zhou, (2014). Electronic Commerce Research and Applications, Vol. 13(5), pp. 295–304.

“Are customer satisfaction and customer loyalty drivers of customer lifetime value in mobile data services: a comparative cross-country study“
W. Chen, J. Qi, Q. Qu, Y.-P. Zhou, (2012). Information Technology and Management, Vol. 13(4), pp. 281-296.

“A Single-Supplier, Multiple-Retailer Model with Single-Season, Multiple-Ordering Opportunities and Fixed Ordering Cost“
Jain, A., Moinzadeh, K., & Zhou, Y.-P., (2012). Operations Research, Vol. 60(5), pp. 1098-1110.

“Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers“
with V. Mehrotra, K. Ross, and G. Ryder, (2012). Manufacturing & Service Operations Management, Vol. 14(1).

“Consumer-Driven Demand and Operations Management Models: A Systematic Study of Information-Technology-Enabled Sales Mechanisms“
S. Netessine, C.S. Tang, (2009). Strategic Consumer Response to Dynamic Pricing of Perishable Products. Springer.

“Call Center Outsourcing: Coordinating Staffing Level and Service Quality“
with J. Ren, (2008). Management Science, Vol. 54(2).

“Incorporating Delay Mechanism in Ordering Policies in Multi-Echelon Distribution Systems“
Moinzadeh, K. & Zhou, Y.-P., (2008). IIE Transactions, Vol. 40(4).

“On the Sizing and Grouping of Peer-to-Peer Networks“
Y.-M. Li, Y. Tan, Y.-P. Zhou, (2008). IEEE/ACM Transactions on Networking, Vol. 54(2).

“Coordinated Replenishment and Shipping Strategies in Inventory/Distribution Systems“
with M. Gurbuz and K. Moinzadeh, (2007). Management Science, Vol. 52(2).

“Call Routing Schemes for Call-Center Outsourcing“
with N. Gans, (2007). Manufacturing & Service Operations Management, Vol. 9(1).

“On the Incomplete Results for the Heterogeneous Server Problem“
Véricourt, F., & Zhou, Y.-P., (2006). Queueing Systems, Vol. 52(3), pp. 189-191.

“Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Life-Time Value“
Ho, T., Park, Y., & Zhou, Y.-P., (2006). Marketing Science, Vol. 25(3), pp. 260-277.

“A Routing Problem for Call Centers with Customer Callbacks after Service Failure“
Véricourt, F., & Zhou, Y.-P., (2005). Operations Research, Vol. 53(6), pp. 968-981.

“A Call-Routing Problem with Service-Level Constraints“
Gans, N., & Zhou, Y.-P., (2003). Operations Research, Vol. 51(2), pp. 255-271.

“Managing Learning and Turnover in Employee Staffing“
Gans, N., & Zhou, Y.-P., (2002). Operations Research, Vol. 50(6), pp. 991-1006.

Honors and Awards

NSF Early Career Award - CAREER, 2007-2012

Dean's Faculty Research Award, 2007

Second place, INFORMS JFIG (Junior Faculty Interest Group) Paper Competition, 2006

Junior Faculty Research Award, 2006

Finalist in INFORMS George Nicholson Student Paper Competition, 1999

Sloan Research Fellow at University of Pennsylvania, 1997-2000