The traditional queueing literature assumes that service time is largely independent of social influences. However, queues are social systems; and social considerations are therefore likely to impact customers' service-time decision to the extent they have control. Through a series of...

In customer-intensive services where service quality increases with service time, service providers commonly pool their agents and give performance bonuses that reward agents for achieving greater customer satisfaction and serving more customers. Conventional wisdom suggests that pooling agents...

We investigate the economic and environmental implications of jointly implementing leasing and modularity, two prominent circular economy strategies, and their interaction. We develop a durable goods model to obtain insights for firms considering the use of these strategies. We first analyze the...

This paper investigates the relationship between waiting time and subsequent purchase decisions. The prior literature assumes that purchase decisions are independent from the waiting time. In contrast, we find that when people spend a longer time waiting in a line, they tend to consume more. We...

Motivated by the mixed evidence concerning the adoption level and value of collaborative forecasting (CF) implementations in retail supply chains, in this paper, we explore the conditions under which CF offers the highest potential. We consider a two-stage supply chain with a single supplier...