Problem Definition: People often make service quality judgments based on information about the quality of each server even though they care primarily about the quality each customer experiences. When and how do server-level quality metrics differ from customer-experienced ones? Can people...

The expansive learning curve literature in Operations Management has established how various facets of prior experience improve average performance. In this paper, we explore how increased cumulative experience affects performance variability, or consistency. We use a two-stage estimation method...

We consider the problem of allocating daily hospital service capacity among several types of elective surgical procedures, in the presence of random numbers of urgent procedures described by arbitrary finite-support distributions. Our focus is on the interaction between two major, constraining...