Problem definition: The effect of the minimum wage is an important yet controversial topic that has received attention for decades. Our study is the first to take an operational lens and empirically study the impact of the minimum wage on firms' scheduling practices. Methodology/results: Using a...

Proximity between stores in franchise networks that share the same brand is a highly contentious issue. A high-performance store may have different impacts on its proximal peer stores from a negative impact, such as potential cannibalization, to a positive impact, such as improved brand...

Problem Definition: Consider a network of stores operating under the same brand, for example, a chain of coffee shops or banks. Increasing sales at one store may have a different impact on the sales of another store: from a negative impact as a result of potential cannibalization to a positive...

Using field data from a bank's call center, we study the behavioral determinants of customers' queue abandonment decisions in the presence of delay announcements. We relax traditional behavioral assumptions on how customers should make abandonment decisions and empirically explore how customers...

Just-in-time scheduling has become ubiquitous in the service industries. While effective in reducing staffing level, hence labor cost, the potential impact of just-in-time scheduling on workers' productivity and the firm's revenue is not well understood. Using a dataset of 1,444,044 transactions...

We explore whether customers are loss averse in time and how delay information may impact such reference-dependent behavior using observational and field-experiment data from two call centers of an Israeli bank. We consider settings with no announcements and announcements of different accuracy...

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 whether delay announcements impact customers' behavior using a nonparametric approach. The answer to this question...

We study how to use delay announcements to manage customer expectations while allowing the firm to prioritize among customers with different sensitivities to time and value. We examine this problem by developing a framework which characterizes the strategic interaction between the firm and...