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 (2020, Download, with Serguei Netessine), Management Science, 66(10), 4496-4515

7. Behavioral drivers of routing decisions: Evidence from restaurant table assignment (2020, Download, with Bradley Staats), Production and Operations Management, 29(4), 1050-1070

8. M-Commerce, sales concentration, and inventory management (2021, Download, Appendix, with Nitish Jain), Manufacturing and Service Operations Management, 24(4), 1887-2386

9. The impact of workload on operational risk: Evidence from a commercial bank (2022, Download, with Yuqian Xu, Serguei Netessine), Management Science, 68(4), 2377-3174

10. Channel changes choice: An empirical study about omnichannel demand sensitivity to fulfillment lead time (2024, Download, with Stanley Lim, Fei Gao), Management Science, 70(5), 2954–2975

11. Beyond Cookies: Evidence about Team Environment and Engagement Retention from Girl Scouts Cookie Program (2025, Forthcoming at Production and Operations Management, Download, with Bradley Staats)

Working Papers

1. An Empirical Study of the Impact of Inventory Risk on Sales Performance (Aug 2026, under review at Manufacturing and Service Operations Management, Download, with Sreekumar Bhaskaran, Canan Savaskan-Ebert)

2. When the Going Gets Tough, Do the Incentivized Get Going? A Field Experiment on Uniform Incentives and Reward Attainability in Multitasking Service (Aug 2026, under review at Management Science, Download, with Jia Li)

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)