Operations and Information Management Department

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Noah Gans
Associate Professor

Noah Gans is an Associate Professor of Operations and Information Management at the Wharton School of the University of Pennsylvania. His research focuses on service operations, and he has a particular interest in the management of telephone call centers. At Wharton, Noah teaches the MBA core course, Decision Models for Management, an elective course in Service Operations, and Ph.D. courses in queueing theory and dynamic programming.

Publications

Stephen Chick, Noah Gans (2008), Economic Analysis of Simulation Selection Problems

Nitin Bakshi, Noah Gans (2007), Securing the Containerized Supply Chain: An Economic Analysis of C-TPAT

Noah Gans, Geroge Knox, Rachel T.A. Croson (2007), Simple Models of Discrete Choice and Their Performance in Bandit Experiments, M&SOM, Vol 9, 383-408

Noah Gans, Sergei Savin (2006), Pricing and Capacity Rationing in Rentals with Uncertain Durations, Management Science, Vol. 53, 390-407.

Noah Gans, Morris A. Cohen, Ziv Katalan, Sergei Savin (2005), Capacity Management in Rental Businesses with Two Customer Bases, Operations Research, Vol. 53, No. 4, pp.617–631

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Current Research

Noah Gans, Service Quality, Switching Costs, and Their Effect on Customer Retention

Noah Gans, Yong-pin Zhou, A Single-Server Queue with Markov-Modulated Service Times

Knowledge@Wharton

Which Customers Are Worth Keeping and Which Ones Aren't? Managerial Uses of CLV, 07/30/2003, Noah Gans

Telephone Call Centers: The Factory Floors of the 21st Century, 04/10/2002, Noah Gans

Making Customer Relationship Management Work, 07/04/2001, Noah Gans

Measuring the Impact of Poor Quality on Customer Loyalty, 05/24/1999, Noah Gans

Teaching Cases

Offshore Drilling Incorporated
Noah Gans, Z. Katalan, and J. Young (2001), OPIM Department

Honors And Awards

NSF Service Enterprise Engineering Award, Co-Principal Investigator, 2008-2010

Miller-Scherrerd Award for Outstanding Teaching in the Wharton MBA Core, 2004

Meritorious Service Award, as Associate Editor of Operations Research, 2001

Wharton MBA Core Curriculum Cluster Teaching Award, 1997-2001

First Prize, INFORMS George E. Nicholson Student Paper Competition, 1995

Projects

Haipeng Shen, Noah Gans, Longitudinal Analysis of Agent Service Times in Call Centers

Stephen Chick, Noah Gans, Accounting for Development Costs in Simulation Selection Problems,

Noah Gans
3730 Walnut Street
564 Jon M. Huntsman Hall
Philadelphia, PA 19104
Phone: (215) 573-7673
gans@wharton.upenn.edu

Research Interests: Service operations management; logistics systems; stochastic processes and the control of queueing systems

Last Modified November 11, 2009