Service research priorities: managing and delivering service in turbulent times
Transformative changes in the societal and service context call out for the service discipline
to develop a coherent set of priorities for research and practice. To this end, we utilized …
to develop a coherent set of priorities for research and practice. To this end, we utilized …
On-demand service platforms
TA Taylor - Manufacturing & Service Operations …, 2018 - pubsonline.informs.org
An on-demand service platform connects waiting-time-sensitive customers with independent
service providers (agents). This paper examines how two defining features of an on-demand …
service providers (agents). This paper examines how two defining features of an on-demand …
Closing the productivity gap: Improving worker productivity through public relative performance feedback and validation of best practices
Public relative performance feedback (RPF) on an individual worker's productivity metrics is
used in various organizations with the hopes of improving worker productivity, but its effects …
used in various organizations with the hopes of improving worker productivity, but its effects …
When does the devil make work? An empirical study of the impact of workload on worker productivity
TF Tan, S Netessine - Management Science, 2014 - pubsonline.informs.org
We analyze a large, detailed operational data set from a restaurant chain to shed new light
on how workload (defined as the number of tables or diners that a server simultaneously …
on how workload (defined as the number of tables or diners that a server simultaneously …
Multi‐methodological research in operations management
The major research methodologies deployed for operations management (OM) research
include analytical modeling research (eg, optimization, computational, and simulation …
include analytical modeling research (eg, optimization, computational, and simulation …
The labor illusion: How operational transparency increases perceived value
RW Buell, MI Norton - Management Science, 2011 - pubsonline.informs.org
Aubiquitous feature of even the fastest self-service technology transactions is the wait.
Conventional wisdom and operations theory suggest that the longer people wait, the less …
Conventional wisdom and operations theory suggest that the longer people wait, the less …
When waiting to see a doctor is less irritating: Understanding patient preferences and choice behavior in appointment scheduling
This paper examines patient preferences and choice behavior in scheduling medical
appointments. We conduct four discrete choice experiments on two distinct populations and …
appointments. We conduct four discrete choice experiments on two distinct populations and …
The impact of reimbursement policy on social welfare, revisit rate, and waiting time in a public healthcare system: Fee-for-service versus bundled payment
This paper examines the impact of two reimbursement schemes, fee-for-service and
bundled payment, on the social welfare, the patient revisit rate, and the patient waiting time …
bundled payment, on the social welfare, the patient revisit rate, and the patient waiting time …
Crowdsourcing exploration
Y Papanastasiou, K Bimpikis… - Management Science, 2018 - pubsonline.informs.org
Motivated by the proliferation of online platforms that collect and disseminate consumers'
experiences with alternative substitutable products/services, we investigate the problem of …
experiences with alternative substitutable products/services, we investigate the problem of …
Discretionary task ordering: Queue management in radiological services
Work scheduling research typically prescribes task sequences implemented by managers.
Yet employees often have discretion to deviate from their prescribed sequence. Using data …
Yet employees often have discretion to deviate from their prescribed sequence. Using data …