Publications related to Customer service

Mobile eye tracking applied as a tool for customer experience research in a crowded train station

Train stations have increasingly become crowded, necessitating stringent requirements in the design of stations and commuter navigation through these stations. In this study, we explored the use of mobile eye tracking in combination with observation and a ...

2023

High spatial resolution dataset of La Mobiliere insurance customers

Claudia Rebeca Binder Signer, Emanuele Massaro

We present the La Mobiliere insurance customers dataset: a 12-year-long longitudinal collection of data on policies of customers of the Swiss insurance company La Mobiliere. To preserve the privacy of La Mobiliere customers, we propose the data aggregated ...

NATURE PORTFOLIO2022

Industry 4.0 Technologies and Customer-centricity for Digital Supply Chains

Rachel Agnès Laetitia Rosemonde Marie Lacroix

The last few years have experienced the emergence of Industry 4.0 (I4.0), ultra-customization, and the explosion of demand for ethical, fair trade, and sustainable consumption. Organizations have therefore started a digital transformation of their SCs and ...

EPFL2021

Product assortment and space allocation strategies to attract loyal and non-loyal customers

Ralf Seifert, Anna Timonina-Farkas, Argyro Katsifou

Assortment planning deserves much attention from practitioners and academics due to its direct impact on retailers' commercial success. In this paper we focus on the increasingly popular retail practice to use combined product assortments with both "standa ...

2020

A framework for a vehicle sharing system

Selin Ataç

The vehicle sharing systems (VSSs) are becoming more and more popular due to both financial and environmental effects. On the other hand, they face many challenges, such as inventory management of the vehicles and parking spots, imbalance of the vehicles, ...

2019

A Return on Our Experience of Modeling a Service-oriented Organization in a Service Cartography

Alain Wegmann, Gorica Tapandjieva Sekulovska, Giorgio Anastopoulos

We present a longitudinal project using action design research, which is a four-year collaboration between two EPFL entities: The research Laboratory for Systemic Modeling (LAMS) and EPFL’s IT department, called the VPSI. During that time the VPSI was goin ...

Springer2017

The roles of coupling and the deviation matrix in determining the value of capacity in M/M/1/C queues

Sophie Myriam Hautphenne

In an M/M/1/C queue, customers are lost when they arrive to find C customers already present. Assuming that each arriving customer brings a certain amount of revenue, we are interested in calculating the value of an extra waiting place in terms of the expe ...

Springer Verlag2016

Valuing quantity flexibility under supply chain disintermediation risk

Isik Bicer

We consider a supply chain with one supplier and one retailer in which the parties develop a quantity flexibility contract to specify the conditions of procurement activities. The contract allows the retailer to adjust the initial order quantity after the ...

Elsevier Science Bv2016

Toward timely, predictable and cost-effective data analytics

Renata Borovica-Gajic

Modern industrial, government, and academic organizations are collecting massive amounts of data at an unprecedented scale and pace. The ability to perform timely, predictable and cost-effective analytical processing of such large data sets in order to ext ...

EPFL2016

Cluster-based Aggregate Forecasting for Residential Electricity Demand using Smart Meter Data

Karl Aberer, Tri Kurniawan Wijaya, Matteo Vasirani, Samuel François Roger Joseph Humeau

While electricity demand forecasting literature has focused on large, industrial, and national demand, this paper focuses on short-term (1 and 24 hour ahead) electricity demand forecasting for residential customers at the individual and aggregate level. Si ...

2015

Pervasive Data Analytics for Sustainable Energy Systems

Tri Kurniawan Wijaya

With an ever growing population, global energy demand is predicted to keep increasing. Furthermore, the integration of renewable energy sources into the electricity grid (to reduce carbon emission and humanity's dependency on fossil fuels), complicates eff ...

EPFL2015

The impact of customer behavior models on revenue management systems

Shadi Sharif Azadeh

Revenue management (RM) can be considered an application of operations research in the transportation industry. For these service companies, it is a difficult task to adjust supply and demand. In order to maximize revenue, RM systems display demand behavio ...

2015

GECN: Primary Voltage Control for Active Distribution Networks via Real-Time Demand-Response

Jean-Yves Le Boudec, Mario Paolone, Dan-Cristian Tomozei, Konstantina Christakou

Demand response (DR) has traditionally targeted peak shaving for the optimal allocation of electricity consumption on a time scale that ranges from minutes to hours. However, with the availability of advanced monitoring and communication infrastructure, th ...

Ieee-Inst Electrical Electronics Engineers Inc2014

A taxonomy of demand uncensoring methods in revenue management

Shadi Sharif Azadeh

Revenue management systems rely on customer data, and are thus affected by the absence of registered demand that arises when a product is no longer available. In the present work, we review the uncensoring (or unconstraining) techniques that have been prop ...

2014

Patterns for Value-Added Services Illustrated with SEAM

Maude Laetitia Grossan, Alain Wegmann, Gorica Tapandjieva Sekulovska, Aarthi Gopal

The basic idea behind the provision of a service is to hide the service implementation details from the client in such a way that more value is provided to the client. Very often support services allow too much of their implementation details to be visible ...

2014

A decision support system assessing the trust level in supply chains based on information sharing dimensions

Naoufel Cheikhrouhou, Omar Ayadi

Assessing customer trust in suppliers with regards to its influencing factors is an important open issue in supply chain management literature. In this paper, a customer trust index is designed as the trust level arising from the information sharing degree ...

Pergamon-Elsevier Science Ltd2013

What We Can Learn about Business Modeling from Homeostasis

Gil Regev, Alain Wegmann

Business modeling methods most often model an organization’s value provision to its customers followed by the necessary activities and structure to deliver this value. These activities and structure are seen as infinitely malleable; they can be specified a ...

2013

Review of electricity sector reform in five large, oil- and gas-exporting MENA countries: Current status and outlook

Matthias Finger, Ralf Matthias Dyllick-Brenzinger

Since the early 80s, numerous developed and also developing countries on all continents have embarked on reforms of their national electricity sectors with varying degrees of ambition. The reforms were associated with hopes for accelerated innovation, enha ...

2013

Aligning Value and Implementation in Service Design: A Systemic Approach

Gil Regev, Alain Wegmann, Arash Golnam, Philippe Laprade, Julien Ramboz

The promise of service design is to enable a service supplier to prosper by delivering continuous value to customers. This prosperity is of strategic value to the service supplier. There is value in a service for both the service supplier and its service c ...

2012

Modeling Value Creation and Capture in Service Systems

Alain Wegmann, Arash Golnam, Vijay Viswanathan

In service-dominant (S-D) logicvalue is viewed as being co-created between companies, customers, and other actors within a service system. In order to understand how service systems maintain their viability and competitiveness, two fundamental questions sh ...

Springer-Verlag Berlin2012