We empirically examine the impact of expanded product variety on demand concentration using large data sets from the movie rental industry as our test bed. We find that product variety is likely to increase demand concentration, which goes against the “Long Tail effect” theory predicting...

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...

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...

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,...

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...

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,...

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...

Problem definition: We collaborate with the Girl Scouts of USA (GSUSA), one of the most popular charity and nonprofit organizations in the United States to examine team-based factors of Girl Scouts’ voluntary turnover.Methodology/results: We collect scouts’ cookie sales performance and troop...

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...

The rapid deployment of mobile devices and the development of mobile services and applications require to address the mobile information security from the human side. This study was aimed at identifying factors influencing people's perception of mobile information security, to investigate the...