Purpose The purpose of this paper is to examine patient engagement in remote consultation services, an increasingly important issue facing Healthcare Operations Management (HOM) given the significant expansion in this and other forms of telehealth worldwide over the last decade. We use our...

We consider customers' choice behavior in online appointment systems. In three online experiments, we investigate whether and to what extent customers are impacted by the number of available slots by asking subjects to choose between two providers of several service areas with different...

The issue of precarious employment has gained increasing currency over recent years, as OECD countries have shifted away from traditional standard employment models. Nevertheless, there has been little empirical research on the experiences of nonstandard workers and the links that can be...

In this paper we study a challenging call center operation problem. The goal of our analysis is to identify an optimal policy for allocating tasks to agents. As a first step, we discuss promising randomized policies and use stochastic approximation for finding the optimal randomized policy when...