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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,...
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作者：Bavafa, Hessam; Jonasson, Jonas Oddur
作者单位：University of Wisconsin System; University of Wisconsin Madison; University of Wisconsin System; University of Wisconsin Madison; Massachusetts Institute of Technology (MIT)
摘要：Problem definition: In service operations settings where the difficulty of jobs is unpredictable, workers can encounter critical incidents (CIs)-jobs that are sufficiently disturbing to challenge workers' coping mechanisms. We examine the impact of encountering CIs on subsequent operational performance of workers. Academic/practical relevance: Prior work has examined the effects of CIs on the long-term psychological health of workers. We demonstrate that encountering CIs has a practically mean...
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作者：Pierce, Lamar; Wang, Laura W.; Zhang, Dennis J.
作者单位：Washington University (WUSTL); University of Illinois System; University of Illinois Urbana-Champaign
摘要：Problem description: A recent trend in personnel operations is to reduce hierarchy and allow employee teams to self-manage tasks, responsibilities, and rewards. Yet, we know little about how this arrangement relates to worker productivity and fairness. Academic/practical relevance: We provide the first firm-based evidence that when service teams are allowed to allocate compensation internally, the ensuing peer-bargaining process can generate inequitable outcomes for women. Methodology: We demo...
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作者：Chan, Tat Y.; Chen, Yijun; Pierce, Lamar; Snow, Daniel
作者单位：Washington University (WUSTL); University of Oxford
摘要：Problem definition: Misconduct, such as theft, is a major problem in operational settings, and staffing decisions can either amplify or mitigate this problem as workers influence their peers' behavior. Peers are known to influence coworker productivity and likely also affect counterproductive behaviors. Academic/practical relevance: Many studies have shown how mechanisms such as helping, knowledge transfer, teaching, and social pressure generate productivity peer effects in service and other s...
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作者：Keppler, Samantha M.; Smilowitz, Karen R.; Leonardi, Paul M.
作者单位：University of Michigan System; University of Michigan; Northwestern University; University of California System; University of California Santa Barbara
摘要：Problem definition: Trustworthy partners in procurement and service relationships are an asset. How can organizations discern trustworthy from untrustworthy partners, especially early on, so as to not waste time or resources on bad relationships? Academidpractical relevance: Like prior studies, we take the perspective that organizations rarely know whether a partner is trustworthy, but also that organizations often have some evidence of a partner's trustworthiness, even before interacting. We ...
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作者：Hassin, Refael; Roet-Green, Ricky
作者单位：Tel Aviv University; University of Rochester
摘要：Problem definition: We consider a service system in which customers must travel to the queue to be served. In our base model, customers observe the queue length and then decide whether to travel. We also consider alternative information models and investigate how the availability of queue-length information affects customer-equilibrium strategies, throughput, and social welfare. Academic/practical relevance: A common assumption in queueing models is that once a customer decides to join the que...
