The emergence of globally distributed call-center networks, such as Dell International Support Service, has fundamentally increased the challenges to the management. This new trend of networking faces the risk of extensive demand fluctuation both over locations and over time. Existing literature...

Growing complexity of modern information processing systems in many service-oriented industries has resulted in increasing exposure of private information. This has lead to heightened security concerns related to identity theft: an employee has access to too much personally identifiable...

Lifecycle management of digital media objects such as online videos is a challenging problem. While media objects are strong sources of revenue to content providers they also have limited shelf-life, influence each other in terms of customer choices, are data-intensive and require large...

We present a model of online music sharing that incorporates economic and technological incentives to sample, purchase, and pirate. Contrary to conventional wisdom, we find that lowering the cost of sampling music will propel more consumers to purchase music online as the total cost of...