For many consumer-intensive (B2C) services, delivering memorable customer experiences to maximize customer satisfaction can be a source of competitive advantage. Yet, there is no clear guideline available for service encounter design that accounts for customer behavior. In this paper, we show...

In competitive industries, some firms bundle their products, whereas others unbundle them; still other firms occupy a niche position and offer only a subset of products. No general theory has been advanced to explain this variety of bundling strategies. We characterize the strategies of two...

In knowledge-intensive projects, one of the challenges project team leaders often face is how to combine their roles of direction and contribution. In this paper, we propose a game-theoretic model of team leadership of co-productive projects and study how team leaders should combine their...

Most of the large economies in the world are dominated by services, in that services compose more than 50% of their GDP. Even in India, where most of the employment (60%) is in agriculture, services contributed just over 60% of the GDP in 2005. An exception is China, where the industrial sector...

We analyzed the planning problem for HIV screening, testing and care. This problem consists of determining the optimal fraction of patients to be screened in every period as well as the optimum staffing level at each part of the health care system to maximize the total health benefits to the...

We study recycling technology choice, a critical factor that has received little attention in the context of extended producer responsibility, and its interaction with product design-for-recycling in driving the environmental benefits of recycling systems. Collective recycling systems have long...