We analyze a general market for an industry of competing service facilities. Firms differentiate
themselves by their price levels and the waiting time their customers experience, as well …

When designing a sourcing strategy in practice, a key task is to determine the average order
rates placed to each source because that affects cost and supplier management. We …

Delay announcements informing customers about anticipated service delays are prevalent
in service-oriented systems. How delay announcements can influence customers in service …

In many service industries, companies compete with each other on the basis of the waiting
time their customers experience, along with other strategic instruments such as the price they …

In this paper, we explore the impact of delay announcements using an empirical approach
by analyzing the data from a medium-sized call center. We first explore the question of …

We provide an empirical and theoretical assessment of the value of information sharing in a
two-stage supply chain. The value of downstream sales information to the upstream firm …

The traditional operations management and queueing literature typically assumes that
customers are fully rational. In contrast, in this paper we study canonical service models with …

Recently, large-scale, Web-based service marketplaces, where many small service providers
compete among themselves in catering to customers with diverse needs, have emerged. …

In recent years, growth in the demand for emergency medical services, along with decline in
the number of hospitals with emergency departments (EDs), has raised concerns about the …

Problem definition: Gig economy companies benefit from labor flexibility by hiring independent
workers in response to real-time demand. However, workers’ flexibility in their work …