Modeling and analysis of a cooperative service network

Abstract

With the advances in technology and changes in customers' attitude towards different service delivery formats, it is important for the service providers to deliver online services in addition to the traditional face-to-face services. In the cooperative service network presented in this study, service providers cooperate to serve online service requests received by the network in addition to their own customers. Designing and managing the cooperative network effectively increase the utilization of the involved servers, provide an adequate service for the external customers, and increase the profit for both the network and service providers. From the operational perspective, the number and utilization of the members to be included in the network and the price that will be paid to each member for a directed request are the main design questions. In order to answer these questions, we present a stochastic model that captures the dynamics of customer arrivals, assignment, and admission control. To establish this model, we first derive the solution of the dynamic admission control problem for the servers who decide how to admit their own customers and the external online customers using a Markov decision process. We then analyze the operation of the whole network with the servers who use the optimal admission control policy and obtain the system performance measures depending on the members' operational parameters. These results are used to determine the optimal number of servers in the network and the service price to be paid to the participating servers in order to maximize the obtained profit. We show that a cooperative service network is an effective way of utilizing the idle capacity of the servers while providing an adequate service level for the external online customers and increasing the profit for both the network and service providers.