Powered by advanced artificial intelligence (AI) algorithms, frontline customer-facing robots can complete a variety of services reliably and independently. Despite accelerated adoption in practice, how service robots affect customer experience and demand remains unclear. Utilizing a unique data...

Prior studies of social-norms interventions have focused on nudging behavior in non-competitive settings. This research evaluates such interventions in competitive environments, e.g., a class with a competitive grading policy. Field experiments on a learning management system show that providing...

The merger of business process design with service-oriented architectures has led to the creation of technologies and associated tools to support a process-centric approach to the development and management of information systems. While much has been written about issues such as service...