We investigate whether stock price movements can inform operations managers as to where they should focus improvement efforts.We examine how unexpected performance along several dimensions of service quality - on-time performance, long delays and cancellations, lost bags and denied boardings -...

Airlines use robust scheduling to mitigate the impact of unforeseeable disruptions on profits. We examine how effectively three common practices – flexibility to swap aircraft, flexibility to reassign gates, and scheduled aircraft downtime – accomplish this goal. We first estimate a...