Overcrowded Emergency Departments (EDs) across locations struggle to improve patient experience while dealing with long waits, which erodes medical and financial performance. We investigate whether and how managers could improve patient satisfaction by communicating waits to patients.We conduct...

We study the impact of wait time on consumers' purchasing behavior when product quality is unknown to some consumers (the 'uninformed consumers'), but known to others (the 'informed consumers'). In a capacitated environment, wait times act as a signal of quality for uninformed consumers because,...

We consider a monopolist expert offering a service with a 'credence' characteristic. A credence service is one where the customer cannot verify, even after purchase, whether the amount of prescribed service was appropriate or not; examples include legal, medical or consultancy services and car...

We examine how operational changes in customer flows in retail stores affect the rate of COVID-19 transmission. We combine a model of customer movement with two models of disease transmission: direct exposure when two customers are in close proximity and wake exposure when one customer is in the...