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作者：Goes, Paulo B.; Ilk, Noyan; Lin, Mingfeng; Zhao, J. Leon
作者单位：University of Arizona; State University System of Florida; Florida State University; University of Arizona; City University of Hong Kong
摘要：Online customer service chats provide new opportunities for firms to interact with their customers and have become increasingly popular in recent years for firms of all sizes. One reason for their popularity is the ability for customer service agents to multitask (i.e., interact with multiple customers at a time) thereby increasing the system through-put and agent productivity. Yet little is known about how multitasking impacts customer satisfaction-the ultimate goal of customer engagements. W...
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作者：Aobdia, Daniel; Srivastava, Anup; Wang, Erqiu
作者单位：Northwestern University; Dartmouth College
摘要：Extensive debate exists among policy makers and economists about the employment of highly skilled immigrants in the United States. It remains unclear whether these immigrants perform complementary tasks in addition to their substitutive role relative to native graduates. Empirical studies examining these questions in a focused setting are scarce, principally because of the nonavailability of data. We examine these questions using the audit industry as a setting because of the availability of c...
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作者：Baillon, Aurelien; Bleichrodt, Han; Keskin, Umut; l'Haridon, Olivier; Li, Chen
作者单位：Erasmus University Rotterdam - Excl Erasmus MC; Erasmus University Rotterdam; Istanbul Bilgi University; Universite de Rennes
摘要：This paper studies the effect of learning information on people's attitudes toward ambiguity. We propose a method to separate ambiguity attitudes from subjective probabilities and to decompose ambiguity attitudes into two components. Under models like prospect theory that represent ambiguity through nonadditive decision weights, these components reflect pessimism and likelihood insensitivity. Under multiple priors models, they reflect ambiguity aversion and perceived ambiguity. We apply our me...
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作者：Haviv, Moshe; Oz, Binyamin
作者单位：Hebrew University of Jerusalem; Hebrew University of Jerusalem; University of Auckland
摘要：We consider an unobservable M/M/1 queue where customers are homogeneous with respect to service valuation and cost per unit time of waiting. It is well known that left to themselves, in equilibrium, customers join the queue at a rate higher than is socially optimal. Hence, regulation schemes, under which the resulting equilibrium joining rate coincides with the socially optimal one, should be considered. We suggest a classification of regulation schemes based on a few desired properties and us...
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作者：Xin, Linwei; Goldberg, David A.
作者单位：University of Illinois System; University of Illinois Urbana-Champaign; University System of Georgia; Georgia Institute of Technology
摘要：Dual-sourcing inventory systems, in which one supplier is faster (i.e., express) and more costly, while the other is slower (i.e., regular) and cheaper, arise naturally in many real-world supply chains. These systems are notoriously difficult to optimize because of the complex structure of the optimal solution and the curse of dimensionality, having resisted solution for over 40 years. Recently, so-called tailored base-surge (TBS) policies have been proposed as a heuristic for the dual-sourcin...
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作者：Zhang, Yan
作者单位：United States Department of the Treasury; Office of the Comptroller of the Currency
摘要：Fair lending analysis of nonmortgage credit products often involves proxying for race/ethnicity since such information is not required to be reported. Using mortgage data, this paper evaluates a series of proxy approaches (geo, surname, geo-surname, and Bayesian Improved Surname Geocoding (BISG)) as compared with the race/ethnicity reported under the Home Mortgage Disclosure Act (HMDA). The BISG proxy predicts the reported race/ethnicity the best as judged by prediction bias, correlation coeff...
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作者：Adebambo, Biljana N.; Yan, Xuemin (Sterling)
作者单位：University of San Diego; University of Missouri System; University of Missouri Columbia
摘要：Behavioral theory predicts that investor overconfidence leads to overpricing because overconfident investors overestimate the quality of their information and underestimate risk. We test this prediction by using a measure of investor overconfidence derived from the characteristics and holdings of U.S. equity mutual fund managers. We find that firms with more overconfident investors are relatively overvalued based on the market-to-book ratio and a misvaluation measure. The result is stronger am...
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作者：Gubler, Timothy; Larkin, Ian; Pierce, Lamar
作者单位：University of California System; University of California Riverside; University of California System; University of California Los Angeles; Washington University (WUSTL)
摘要：This paper investigates the impact of a corporate wellness program on worker productivity using a panel of objective health and productivity data from 111 workers in five laundry plants. Although almost 90% of companies use wellness programs, existing research has focused on cost savings from insurance and absenteeism. We find productivity improvements based both on program participation and postprogram health changes. Sick and healthy individuals who improved their health increased productivi...
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作者：Teodoridis, Florenta
作者单位：University of Southern California
摘要：Teamwork is an increasingly important aspect of knowledge production. In particular, factors influencing team formation relative to the composition of expertise are crucial for both organizational performance and for informing policy. In this paper, I draw attention to technology access as a highly influential factor impacting expertise in team formation. I examine the hack of Microsoft Kinect as an exogenous event that suddenly reduced motion-sensing technology costs. I show that great reduct...
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作者：Hernandez, Exequiel; Menon, Anoop
作者单位：University of Pennsylvania
摘要：We explore a novel mechanism of network change that occurs when a firm acquires another one and inherits its network ties. Such node collapse can radically restructure the network in one transaction, constituting a revolutionary change compared with the incremental effect of tie additions and deletions, which have been the focus of prior research. We explore several properties of node collapses: their efficacy in helping firms achieve superior network positions, the externalities they impose o...
