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Dongyuan Zhan is an Associate Professor at the UCL School of Management, focusing on service operations with an emphasis on the strategic behavior of servers and agents. He has received several awards including the CSAMSE Paper Award, the NET Institute Summer Research Grant, and the Chinese Government Award for Outstanding Self-Financed Students Abroad. Dongyuan holds a Ph.D. degree from the Marshall School of Business at the University of Southern California and a Master's degree in Operations Research from USC. Additionally, he earned a Bachelor's and Master's degree in Control Sciences Engineering from Tsinghua University. His research interests include the analysis and design of service systems, the strategic use of incentives for employees, and the routing of independent agents to enhance operational performance. Dongyuan also explores the interface between operations management and marketing, particularly how consumer behavior affects probabilistic selling.