Yong-Pin Zhou (周永頻)
Department of
Information Systems and Operations Management
Michael G.
Foster School of Business, University of Washington
Box 353226,
Seattle, WA 98195-3226
http://faculty.washington.edu/yongpin
ACADEMIC POSITIONS HELD
Michael G. Foster School of
Business, University of Washington, Seattle, Washington
Department of
Information Systems and Operations Management, 2000 – Present
Longbrake Endowed Professor of Operations Management
Faculty Director, Master of Supply Chain Management (MSCM)
program, 2017-Present Director, Center for Management Innovation, USTC-UW
Institute, 2017-2022
School
of Business, The University of Hong Kong, Hong Kong, S.A.R. China,
2012 – 2014
EDUCATION
The Wharton School,
University of Pennsylvania, Philadelphia,
Pennsylvania, 1995-2000
Ph.D. in
Managerial Science and Applied Economics, August 2000
Dissertation Title: “Effective Management of Inbound Telephone Call
Centers” M.A. in Managerial Science
and Applied Economics, May 1997
The
Johns Hopkins University,
Baltimore, Maryland, 1993-1995
M.A. in Mathematics,
May 1995
Shanghai
Jiao Tong University, Shanghai, China, 1990-1993
Dual B.S. in
Electrical Engineering and Applied Mathematics, July 1993
HONORS AND AWARDS
•
First
place, 2022 MSOM Society Service SIG Best Paper Award
“Delay
Information in Virtual Queues: A Large-Scale Field Experiment on a Major
Ridesharing Platform”
•
Co-winner
of 1st place, 2021 INFORMS Service Science Best Paper Award Competition
“Delay
Information in Virtual Queues: A Large-Scale Field Experiment on a Major
Ridesharing Platform”
•
Co-winner
of 1st place, 2021 INFORMS Service Science Best Paper Award Competition
“Pooling Agents for Customer-Intensive
Services”
•
Honorable
Mention, 2021 INFORMS Behavioral Operations Management Best Working Paper
Award.
“Delay
Information in Virtual Queues: A Large-Scale Field Experiment on a Major
Ridesharing Platform”
•
PhD
Faculty Mentor Award, Foster School of Business, University of Washington,
Seattle, 2020
•
Third
Place, Service Science Best Paper Award, 2019
“Call
to Duty: Just-in-Time Scheduling in a Restaurant Chain”
•
OPMGT/QMETH
Faculty of the Year, Foster School, University of Washington, 2017-2018
•
Second
Place, INFORMS Behavioral Operations Management Section Best Working Paper
Award, 2016
“Impact
of Queue Configuration on Service Time: Evidence from a Supermarket”
•
Global
Executive MBA Teaching Award, Foster School of Business, University of
Washington, Seattle, 2015, 2016
•
Meritorious
Service Award, M&SOM Journal,
2008, 2014
•
Meritorious
Service Award, Management Science
Journal, 2013
•
Selected as Boeing
Welliver Faculty Fellow, Summer 2009
•
Dean’s
Faculty Research Award for 2006, Business School, University of Washington
•
Second
Place, INFORMS JFIG (Junior Faculty Interest Group) Paper Competition, 2006
“Call Center
Outsourcing: Coordinating Staffing Level and Service Quality”
•
Dean’s
Junior Faculty Research Award for 2005, Business School, University of
Washington
•
Finalist,
INFORMS George Nicholson Student Paper Competition, April 1999
•
Sloan
Research Fellow, Wharton Financial Institutions Center, Summer 1997 -
August 2000
FUNDING
•
PI,
“Improving Customer Experience through Delay Announcements,” Research Grant
from Didi, 2019-2022
•
PI,
General Research Fund (GRF), Hong Kong Research Grant Council (RGC), 2013-2015.
Title: "Models and Analysis of Dual-Channel Supply Chain Strategies"
•
Project
co-leader, National Natural Science Foundation of China (Project No.
71171023), Jan. 2011 – Dec. 2014. Title: "Customer Lifetime Value Modeling
and Marketing Strategy in Semicontract Setting"
•
Project
co-leader, Cooperation research foundation NSFC-NSF of the National Natural
Science Foundation of China (Project No. 70911120262), Sep. 2009 – Dec. 2009.
Title: “The impact of culture variable on CLV: the comparative research between
USA and China”
•
PI,
Faculty Early Career Development (CAREER) Award, National Science
Foundation, 20072012. Title: “Service Quality and Its Operational Impacts”
•
Summer
Fellowship, The Global Business Center, University of Washington, (2003-05,
2007)
•
Summer
Research Fund, The Business School, University of Washington,
(2003-Present)
PUBLICATIONS
•
“Reference Dependence in Queue Design and
Pricing Strategies.” J. Liu, Y.-P. Zhou, J. Chen, P. Li. Service Science,
accepted March 2024.
•
“Customer Segmentation and Ex-ante Fairness: A
Queueing Perspective,” J. Liu, Y.-P. Zhou, and J. Chen. Production and Operations
Management, 32(10), 3246-3265, 2023.
•
“Pooling Servers for Customer-Intensive
Services: Theory and Experimental Evidence.” L. Yang, S. Cui, S. Ulku, Z. Wang,
and Y.-P. Zhou. Operations Research, 71(3), 860-875, 2023.
•
“Delay Information in Virtual Queues: A
Large-Scale Field Experiment on a Major Ride-Sharing Platform.” Q. Yu, Y.
Zhang, and Y.-P. Zhou. Management Science, 68(8), 5557-6354,
2022.
•
“Call to Duty: Just-in-Time Scheduling in a
Restaurant Chain,” M. Kamalahmadi, Q. Yu, and Y.-P. Zhou. Management Science, 67(11), 6751-6781, 2021.
•
“Impact of Supply Chain Transparency on
Sustainability under NGO Scrutiny,” S. Chen, Q. Wang, and Y.-P. Zhou. Production
and Operations Management, 28(12),
2019.
•
“Impact of Queue Configuration on Service Time:
Evidence from a Supermarket,” J. Wang, Y.-P. Zhou. Management Science, 64(7), 2018.
•
“To Preannounce or Not: New Product Development
in a Competitive Duopoly Market.” T. Klastorin, H. Mamani, Y.-P. Zhou. Production
and Operations Management, 25(12), 20512064, 2016.
“Parametric Forecasting and Stochastic Programming Models
for Call-Center Workforce Scheduling.” N. Gans, H. Shen, Y.-P. Zhou, N.
Korolev, A. McCord, H.
Ristock. Manufacturing & Service Operations Management, 17 (4), 571-588, 2015.
•
“How does customer self-construal moderate CRM
value creation chain?” J. Qi, Q. Qu, Y.-P. Zhou. Electronic Commerce Research and
Applications, 13 (5), 295–304, 2014.
•
“A Single-Supplier, Multiple-Retailer Model with
Single-Season, Multiple-Ordering Opportunities and Fixed Ordering Cost.” A.
Jain, K. Moinzadeh, Y.-P. Zhou. Operations Research, 60(5),
September/October 2012.
•
“Are customer satisfaction and customer loyalty
drivers of customer lifetime value in mobile data services: a comparative
cross-country study”, J. Qi, Y.-P. Zhou, W. Chen, and Q. Qu. Information
Technology and Management, 13 (4), 281-296, 2012.
•
“Routing to Manage Resolution and Waiting Time
in Call Centers with Heterogeneous Servers.” V. Mehrotra, K. Ross, G. Ryder,
Y.-P. Zhou. Manufacturing & Service Operations Management, 14(1),
Winter 2012.
•
“Service Outsourcing.” J. Ren, Y.-P. Zhou. Book
chapter in the Wiley Encyclopedia of Operations Research and Management Science.
•
“Strategic Consumer Response to Dynamic Pricing
of Perishable Products.” M. Cho, M. Fan, Y.-P. Zhou. Chapter 17 of Consumer-Driven
Demand and Operations Management Models: A Systematic Study of
Information-Technology-Enabled Sales Mechanisms, Netessine and Tang
(Eds.), Springer. June, 2009.
•
"Analysis of Scale Effects in Peer-to-Peer
Networks." Y.-M. Li, Y. Tan, Y.-P. Zhou. IEEE/ACM Transactions on
Networking, 16(3), June 2008.
•
"Incorporating Delay Mechanism in Ordering
Policies in Multi-Echelon Distribution Systems." K. Moinzadeh, Y.-P. Zhou.
IIE
Transactions, 40(4), 2008.
•
"Call Center Outsourcing: Coordinating
Staffing Level and Service Quality." J. Ren, Y.-P. Zhou. Management
Science, 54(2), February 2008.
•
"Call Routing Schemes for Call-Center
Outsourcing." N. Gans, Y.-P. Zhou. Manufacturing
& Service Operations Management, 9(1), Winter 2007.
•
"Coordinated Replenishment and Shipping
Strategies in Inventory/Distribution Systems." M. Gurbuz,
K. Moinzadeh, Y.-P. Zhou. Management Science, 53(2), February
2007.
•
"Incorporating Satisfaction into Customer
Value Analysis: Optimal Investment in Life-Time Value." T. Ho, Y.-H. Park,
Y.-P. Zhou. Marketing Science, 25(3),
May-June 2006. (This is a regular paper, see Marketing Science,
25(5).)
•
"On the Incomplete Results for the
Heterogeneous Server Problem." F. de Véricourt,
Y.-P. Zhou. Queueing Systems, 52(3), March 2006.
•
"A Routing Problem for Call Centers with
Customer Callbacks after Service Failure." F. de Véricourt,
Y.-P. Zhou. Operations Research, 53(6), Nov-Dec 2005.
•
"A Call-Routing Problem with Service-Level
Constraints." N. Gans, Y.-P. Zhou. Operations Research, 51(2) Mar-Apr, 2003.
•
"Managing Learning and Turnover in Employee
Staffing." N. Gans, Y.-P. Zhou. Operations Research, 50(6) Nov-Dec, 2002.
PAPERS UNDER REVIEW AND WORKING PAPERS
•
“The Granularity Of
Wait Time Information: A Large Scale Field Experiment On A Ride-sharing Platform,” Q. Yu,
Y. Zhang, and Y.-P. Zhou.
•
“Introducing Make-to-stock to Make-to-order
Platforms,” Y. Li, M. Shunko, Y.-P. Zhou.
•
“Racial and gender biases in customer
satisfaction surveys: Evidence from a restaurant chain,”
M. Kamalahmadi, Q. Yu, Y.-P. Zhou
•
“Store Fulfillment Strategies for an
Omni-Channel Retailer,” E. Alishah, K. Moinzadeh, Y.-P. Zhou.
•
“Analysis of a Two-Stage Service Process:
Coordination of Staffing and Effort,” A. Farzan, Y.-P. Zhou.
•
“Setting Quality and Speed in Service Industry
with Repeated Customers,” A. Farzan, H. Wang, Y.-P. Zhou.
•
“An Empirical Study of Revenue Management
Practices in the Airline Industry,” M. Cho, M. Fan, Y.-P. Zhou.
•
“A Single-Server Queue with Markov Modulated
Service Times,” N. Gans, Y.-P. Zhou.
CASES
•
“Flexe, Inc.” 2021, updated
2022, 2023, 2024, 2025
•
“Toys“R”Us Asia: Ecommerce Strategy” (with
teaching note) with D. Lentini, Asia Case Research Centre, The University of
Hong Kong –
this case was used for the 2014 HSBC student case competition.
•
“A
Paradigm Shift at NBCNews.com” (with teaching note) with I. Sirichakwal.
•
“The
Boeing Fredrickson Composite Manufacturing Center (CMC),” (with teaching
note). Developed for the Aerospace
Industry Manufacturing Seminar (AIMS), with R. Nolan, T. Schmitt, and the
AIMS87 class.
SERVICES
•
Associate Editor, Operations Research, 2010-2018
•
Associate Editor, Management Science, 2009-2018
•
Associate Editor, Manufacturing & Service Operations Management, 2007-2014
•
Associate Editor, Management Service special issue on Business Analytics, 2012
•
Member of the editorial board, 2005, Manufacturing & Service Operations
Management
•
Ad hoc reviewer for European Journal of Operational Research, IIE Transactions, Management
Science, Manufacturing and Service Operations Management, Mathematical Methods of
Operations Research,
Naval Research Logistics, Operations Research, Production and
Operations Management, Queueing Systems, Qatar National Research
Fund, Stochastic Systems
•
Member, MSOM
Best Student Paper Competition Committee, 2016
•
Member, MSOM
Service SIG Best Paper Competition Committee, 2016, 2017
•
Member, Chinese
Scholars Association for Management Science and Engineering (CSAMSE) Annual
Conference Best Paper Competition Committee, 2014-2016
•
Chair, Service Operations Management Track, POMS
conference, Seattle 2017
•
Co-Chair, Service SIG, MSOM conference, Aukland,
New Zealand, 2016
•
Member, Organizing Committee and Chair, Overseas
Invited Sessions, The Annual Chinese
Scholars Association for Management Science and Engineering (CSAMSE) Conference,
2013Present
•
Program Officer, Chinese Scholars Association for Management Science and Engineering
(CSAMSE), 2015-present
•
Faculty advisor, UW EcoCar
3 competition team, 2015-2016
•
Chair, Review Panel for MSc(Eng) in Industrial Engineering and Logistics Management (IELM) Programme, The University of Hong Kong, 2014
•
Conference Co-Chair, POMS-HK 2014, January 2014
•
Organizer, Hong
Kong Inter-Campus Workshop on Service Operations Management, 2013
•
Member of the Advisory Board, The Global Trade, Transportation & Logistics
Studies Program at the University of Washington, Seattle, 2010-2011
•
National Science Foundation Grant Proposal
Reviewer, May 2008
•
Founding
Treasurer, Institute for Operations Research and the Management Sciences
(INFORMS) Pacific Northwest Chapter
•
Co-chair, MSOM cluster, INFORMS conference,
Seattle, 2007
TEACHING EXPERIENCE
The Michael G. Foster School
of Business, University of Washington, Seattle
•
Executive Teaching
o
“Operations Management” for Executive
Development Program, Foster School of Business, University of Washington,
Seattle, 2016
o
“Supply Chain Management” for China Aviation
Industry Program, Foster School of Business, University of Washington, Seattle,
2016
o
“Supply Chain Strategies” for Global Leadership
& Strategy, Foster School of Business, University of Washington, Seattle,
2015.
o
“Supply Chain Strategies” for Swiss Federal
Institute of Technology (ETH), 2011, 2012, 2015
o
SK Global Management Program (for SK Group):
Summer 2008; Summer 2010
o
Aerospace Industry Manufacturing Seminars (for
Boeing): Autumn 2007; Spring 2008;
Autumn 2008
o
“Supply Chain Management” for Executive
Development Program, Foster School of Business, University of Washington,
Seattle, 2008
•
MBA Teaching
o Decision
Support Models (Evening MBA), 2025
o Operations
Management (Global Executive MBA), 2014-2020, 2023, 2025
o
Operations Management (Executive MBA), 2003,
2007-2012, 2017-2024
o
Operations Management (Evening MBA), 2005
•
Master of Supply Chain Management (MSCM)
Teaching
o
Operations Management & Process Analysis,
2017
o
Leadership Series, 2018-Present
•
Undergraduate Teaching
o Principles of Operations Management
(Core), 2001-2012, 2015, 2016 (including summer in
Shanghai), 2017, 2018, 2019, 2022
o
Service Operations Management (Elective), Spring
2002
•
Guest Lecturer
o
Teaching Development Seminar, Business School,
University of Washington, "Going beyond the textbook", October 2002
School of Business, The
University of Hong Kong
•
Executive Teaching
o “Service Operations” for Industrial and
Commerce Bank of China (ICBC), 2014
o “Big Data for Airline Operations” for
Hainan Airlines (HNA), 2014
o “Operations Management” for the Advanced
Management Programme, University of
Hong Kong, 2013
o “Increase Competitiveness through
Service Process Improvement and Innovation,” a public lecture delivered to 200+
Fudan University (Shanghai) MBA students, 2013
•
MBA Teaching
o Information and Operations Management
(HKU-Fudan International MBA), 2014
o Information and Operations Management
(Fulltime MBA and Part time MBA), 2013,
2014
o Quantitative Analysis for Business Decisions
(Undergraduate), 2013
Others
•
MBA teaching (Service Operations Management) at
Korea University Business School
•
Executive MBA teaching (Operations Management)
at Xiamen University, China
PROFESSIONAL AFFILIATIONS
•
Faculty
Member, Beta Gamma Sigma Honor Society
•
Member,
Institute for Operations Research and the Management Sciences (INFORMS)
•
Member,
Production and Operations Management Society (POMS)
•
Member,
Institute for Supply Management (ISM)
• Member, Chinese Scholars Association for Management Science and Engineering (CSAMSE), formerly known as Overseas Chinese Scholars Association in Management Science and Engineering (OCSAMSE)