Behavioral operations research has proliferated greatly over the decade since its first formal
review in 2006. The growth of the field warrants an objective mapping of contributions to the …

In this paper, we develop a general framework to analyze the influence of system load on
service times in queueing systems. Our framework unifies previous results and ties them to …

In many service industries, customers have to wait for service. When customers have a
choice, this waiting may influence their service experience, sojourn time, and ultimately …

This paper proposes the Q-Lasso method for wait time prediction, which combines statistical
learning with fluid model estimators. In historical data from four remarkably different …

Driving is an integral component of many operational systems, and any small improvement
in driving quality can have a significant effect on accidents, traffic, pollution, and the …

We study how queue configuration affects human servers' service time by comparing
dedicated queues with shared queues using field data from a natural experiment in a …

Problem definition: The meaning of life must surely be more about well-being than wealth,
but what does that have to do with operations? Well-being encompasses a lot: Are we happy …

It is well known that the waiting time a customer experiences in a service system is
determined by the service processing time of preceding customers, among other factors. We …

Understanding the behavior of queueing systems is important to both operations
management academics and practitioners. Queueing systems have been studied …

This paper investigates the relationship between waiting time and subsequent purchase
decisions. The prior literature assumes that purchase decisions are independent from the …