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作者：Goldschmidt, Kyle; Kremer, Mirko; Thomas, Douglas J.; Craighead, Christopher W.
作者单位：University of St Thomas Minnesota; Frankfurt School Finance & Management; University of Virginia; University of Tennessee System; University of Tennessee Knoxville
摘要：Problem definition: We study sourcing behavior in severe conditions where supply disruptions are rare but carry the potential of wiping out several rounds worth of a firm's profit. Academic/practical relevance: The tradeoff between scale economies from supplier consolidation and risk mitigation from supplier diversification is at the core of firms' sourcing strategy and one that is empirically understudied. Methodology: We study supplier diversification through a behavioral lens and test theor...
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作者：Roels, Guillaume; Staats, Bradley R.
作者单位：INSEAD Business School; University of North Carolina; University of North Carolina Chapel Hill
摘要：As the nature of work has become more service oriented, knowledge intensive, and rapidly changing, people-be they workers or customers-have become more central to operational processes and have impacted operational outcomes in novel and perhaps more fundamental ways. Research in people-centric operations (PCO) studies how people affect the performance of operational processes. In this OM Forum, we define PCO as an area of study, offer a categorization scheme to take stock of where the field ha...
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作者：Roels, Guillaume; Staats, Bradley R.
作者单位：INSEAD Business School; University of North Carolina; University of North Carolina Chapel Hill
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作者：Buell, Ryan W.; Porter, Ethan; Norton, Michael, I
作者单位：Harvard University; George Washington University; Harvard University
摘要：Problem definition: As trust in government reaches historic lows, frustration with government performance approaches record highs. Academic/practical relevance: We propose that in coproductive settings such as government services, people's trust and engagement levels can be enhanced by designing service interactions to allow them to see the often-hidden work-via increasing operational transparency-being performed in response to their engagement. Methodology and results: Three studies, conducte...
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作者：Diwas, K. C.; Tushe, Sokol
作者单位：Emory University
摘要：Problem definition: In the modern workplace, it is increasingly common for workers to concurrently attend to tasks across multiple physical locations. However, frequent site switching can lead to increased setup and overhead costs. Specifically, workers expend significant time and cognitive effort getting reoriented with personnel, operating processes, tools, and resources whenever they switch sites. In this paper, we look at the productivity and quality implications of multisite work. Academi...
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作者：Meng, Lesley; Batt, Robert J.; Terwiesch, Christian
作者单位：Yale University; University of Wisconsin System; University of Wisconsin Madison; University of Pennsylvania; University of Pennsylvania
摘要：Problem definition: We study the impact of service facility layout on how service workers organize their tasks. We focus on the hospital emergency department (ED) as a service setting in which nurses (servers) have discretion over how they interact with patients (customers) in a facility that introduces significant heterogeneity in necessary walking distance. Academic/practical relevance: Prior studies on facility layout in operations have largely focused on the direct effect of transit times ...
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作者：Choudhary, Vivek; Shunko, Masha; Netessine, Serguei
作者单位：Nanyang Technological University; University of Washington; University of Washington Seattle; University of Pennsylvania
摘要：Problem definition: Mobile and internet-of-things (IoT) devices increasingly enable tracking of user behavior, and they often provide real-time or immediate feedback to consumers in an effort to improve their conduct. Growing adoption of such technologies leads to an important question: Does reviewing immediate feedback improve user behavior? We study immediate (close to real-time) feedback in the context of automotive telematics, which has been recognized as the most disruptive technology in ...
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作者：Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; Ashtar, Shelly; Rafaeli, Anat
作者单位：Technion Israel Institute of Technology; Universidad de Chile; Universidad de Chile
摘要：Problem definition: Research in operations management has focused mainly on system-level load, ignoring the fact that service agents and customers express a variety of emotions that may impact service processes and outcomes. We introduce the concept of emotional load-the emotional demands that customer behaviors impose on service agents-to analyze how customer emotions affect service worker's behavior. Academic/practical relevance: Most theories in organizational behavior literature predict th...
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作者：Fisher, Marshall; Gallino, Santiago; Netessine, Serguei
作者单位：University of Pennsylvania
摘要：Problem definition: How much, if at all, does training in product features increase a sales associate's sales productivity? Academic/practical relevance: A knowledgeable retail sales associate (SA) can explain the features of available product variants and give a customer sufficient confidence in the customer's choice or suggest alternatives so that the customer becomes willing to purchase. Although it is plausible that increasing an SA's product knowledge will increase sales, training is not ...
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作者：Wowak, Kaitlin D.; Ball, George P.; Post, Corinne; Ketchen, David J., Jr.
作者单位：University of Notre Dame; Indiana University System; Indiana University Bloomington; Villanova University; Auburn University System; Auburn University
摘要：Problem definition: The influence of female directors on firm decision-making and performance is a frequently studied research topic but has received limited attention in operations management. We investigate if adding female directors to a firm's board of directors changes whether and how quickly the firm recalls defective products. Academic/ practical relevance: By demonstrating a relationship between an increase in female directors and more rule-conscious, customer-focused recall decisions,...
