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 model a service provider whose agents endogenously determine their participation and performance level. This paper is motivated by two-sided marketplaces and work-from-home call centers, which crowdsource incoming demand to a pool of agents. The agents are ranked in a prespecified number of...

Problem definition: Fast recovery from sourcing interruptions is a key objective for global supply chains and for business continuity professionals. In this paper, we study the impact of different supply chain strategies—supplier diversification and the use of long-term relationships—on the...

Problem Definition: How much, if at all, does training in product features increase a sales associate's sales productivity?Academic / Practical Relevance: A knowledgeable retail sales associate (SA) can explain the features of available product variants and give a customer sufficient confidence...

Market thickness is a key parameter that can make or break a platform's business model. Thicker markets can offer more opportunities for participants to meet and higher chances that a potential match exists. However, they can also be vulnerable to potential search frictions. In this paper, using...

We describe a three-step process that a retailer can use to set retail store sales staff levels. First, use historical data on revenue and planned and actual staffing levels by store to estimate how revenue varies with the staffing level at each store. We disentangle the endogeneity between...

The widespread adoption of the Internet has resulted in the possibility of disintermediation of information flow and physical goods flow: a company selling a product no longer has to own/deliver it to the customer. As a result, supply chain structures arise in which the retailer is primarily...