Return policies are ubiquitous, and customer-friendly returns policies benefit retailers through greater customer demand. However, offering such policies also increases the cost of returns handling, impacting retailers' profitability negatively. Therefore, firms need to design optimal returns...

The sharing economy has developed rapidly in recent years in the forms of business-to-customer (B2C) and customer-to-customer (C2C), and has exerted a profound impact on incumbent firms that adopt the traditional sales model. Though prior literature has studied either the effect of B2C sharing...

The (relative) cost of the customer’s waiting time has long been used as a key parameter in queueing models, but it can be difficult to estimate. Recently, Singhal, Singhal, and Kumar (2019) introduce a new queue characteristic, the value of the customer’s waiting time, which measures how an...