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 (2022, Download, with Yuqian Xu, Serguei Netessine), Management Science, 68(4), 2377-3174


9. M-Commerce, sales concentration, and inventory management (2022, Download, Appendix, with Nitish Jain), Manufacturing and Service Operations Management, 24(4), 1887-2386


10. Channel changes choice: An empirical study about omnichannel demand sensitivity to fulfillment lead time (2022, Download, with Stanley Lim, Fei Gao), Forthcoming at Management Science

Working Papers

1. Faster shipping or lower prices? Gender difference in online shipping (Jan 2022, under major revision at Manufacturing and Service Operations Management, Download, with Jiadi Chen, Shiliang Cui)


2. Beyond Cookies: Evidence about Team Environment and Engagement Retention from Girl Scouts Cookie Program (Jan 2023, under review at Manufacturing and Service Operations Management, Download, with Bradley Staats)


3. Impact of inventory risk on sales effort provisioning: Theoretical predictions and empirical evidence (Aug 2022, under revision, target at Manufacturing and Service Operations Management, Download, with Sreekumar Bhaskaran, Canan Savaskan-Ebert)


4. 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)