Operational risk has been among the three most significant types of risks in the financial services industry, and its management is mandated by Basel II regulations. To inform better labor decisions, this paper studies how workload affects banks' operational risk event occurrence. To achieve...

We examine a large operational data set in a casual restaurant setting to study how coworkers' sales ability level affects other workers' sales performance. We find that waiters react non-linearly to their coworkers' ability. In particular, when coworkers' overall sales ability is low,...

Some industries such as healthcare and financial services have reported significant productivity gains from introduction of new technologies. However, other more traditional, labor-intensive industries are lagging behind. We use granular data to examine the impact of a customer-facing technology...

We examine a large operational data set in a casual restaurant setting to study how coworkers’ sales ability level affects other workers’ sales performance. We find that waiters react non-linearly to their coworkers’ ability. In particular, when coworkers’ overall sales ability is low,...

We examine a large transaction-level data set of an Italian omnichannel furniture retailer to study channel-specific effects of fulfillment lead time on demand. This omnichannel retailer sells the same products and has the same product fulfillment across three channels – showroom, online and...

We empirically examine the financial impact of production duration in a multi-stage production process for creative products. In particular, we analyze a novel data set from the movie industry to shed light on how the total production time and duration of individual stages affects box office...

To scale service operations requires sharing knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge sharing networks may struggle to access useful knowledge at work. A knowledge repository (KR) has the potential to help...

In this paper, we examine the impact of inventory risk allocation on the sales effort decisions when a firm sells products directly to consumers through independent agents. Building upon a game-theoretic model of a seasonal product whose demand is uncertain, we compare the optimal sales effort,...

Determining how best to route work is a key element of service system design. Not surprisingly then, many analytical models have identified various optimal routing algorithms for service operations management. However, in many settings, humans make routing decisions dynamically, either because...

The mobile commerce (m-commerce) channel is poised to be the future of online markets. It offers search features distinct from conventional personal-computer-based (PC) e-commerce channels. Its easy accessibility extends the time available for customers to search, although its shopping...