Research

Research Interests

Technology Impact in Service Operations, Labor Productivity in Services, People-centric Operations, Economics of Information

Published Papers

1. When does the devil make work? An empirical study of the impact of workload on server’s performance (2014, Download, with Serguei Netessine), Management Science, 60(6), 1574-1593, Special Issue on Business Analytics

2. The implications of worker behavior for staffing decisions: empirical evidence and best practices (2014, Download, with Serguei Netessine), Cornell Hospitality Quarterly, 55(3), 277-286

3. Is Tom Cruise threatened? An empirical study of the impact of product variety on demand concentration (2017, Download, with Serguei Netessine, Lorin Hitt), Information Systems Research, 28(3), 643-660

4. Fluid teams and knowledge retrieval: scaling service operations (2019, Download, with Melissa Valentine, Bradley Staats, Amy Edmondson), Manufacturing and Service Operations Management, 21(2), 346-360

5. When you work with a Super Man, will you also fly? An empirical study of the impact of the coworkers on workers' performance (2019, Download, with Serguei Netessine), Management Science, 65(8), 3495-3517

6. At your service on the table: Impact of tabletop technology on restaurant performance (2019, Download, with Serguei Netessine), Management Science, 66(10), 4496-4515

7. Behavioral drivers of routing decisions: Evidence from restaurant table assignment (2019, Download, with Bradley Staats), Production and Operations Management, 29(4), 1050-1070

8. The impact of workload on operational risk: Evidence from a commercial bank (Feb 2021, forthcoming at Management Science, Download, with Yuqian Xu, Serguei Netessine)


9. M-Commerce, sales concentration, and inventory management (Sep 2021, forthcoming at Manufacturing and Service Operations Management, Download, Appendix, with Nitish Jain)

Working Papers


1. Slow and steady, or fast and furious? An empirical study about omnichannel demand sensitivity to fulfillment lead time (Jul 2021, under major revision at Management Science, Download, with Stanley Lim, Fei Gao)


2. Impact of inventory risk on sales effort provisioning: Theoretical predictions and empirical evidence (Jul 2021, under review at Management Science, Download, with Sreekumar Bhaskaran, Canan Savaskan-Ebert)

3. How long to squeeze that creative juice? An empirical study on the impact of movie production time on financial performance (with Josh Eliashberg, Kartik Hosanagar)