Many knowledge-intensive projects, such as new product development and research and development, involve a team of workers who jointly work to achieve an uncertain outcome within a finite deadline. Because of the joint-production nature of work, such teams are often prone to free riding. In this...

As the nature of work has become more service-oriented, knowledge-intensive, and rapidly changing, people—be they workers or customers—have become more central to operational processes and have impacted operational outcomes in novel and perhaps more fundamental ways. Research in...

Unlike manufacturing processes, knowledge-intensive projects are often iterative, stochastic, and collaborative. In this paper, we study how contractual arrangements affect the work dynamics between a vendor and a client in finite-deadline collaborative projects. We consider a project that has...

In many consumer‐intensive (B2C) services, delivering memorable customer experiences is often a source of competitive advantage. And yet, there exist few formal guidelines to design the structure of such experiences. In this chapter, we introduce a utility‐based model of customer...

Despite their idiosyncrasies, motor and cognitive learning and endurance sports training have in common that they involve repeated practice. While considerable research has been devoted to the effect of practice on performance, little is known about optimal practice strategies. In this paper, we...

Despite their idiosyncrasies, motor and cognitive learning and endurance sports training have in common that they involve repeated practice. While considerable research has been devoted to the effect of practice on performance, little is known about optimal practice strategies. In this paper, we...

In consumer experiences, the consumption of activities may impact the evaluation of future ones, either positively (due to assimilation) or negatively (due to contrast). How salient are these intertemporal spillovers and what are their implications for service experience design? To answer these...