Emergency department (ED) crowding has been a persistent concern in the U.S. healthcare system. As such, many researchers have studied its effects on outcomes within the ED. We present novel results regarding the impacts of ED crowding on system performance outside the ED, specifically post-ED...

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 rise in online and multichannel retailing has pushed retailers to give increased attention to their order fulfillment operations. We study "chaotic storage" fulfillment systems in which dissimilar items are stored together in a single location. This necessitates a searching task as part of...

Problem Definition: We study the impact of service facility layout on how service workers organize their tasks. We focus on the hospital emergency department (ED) as a service setting where nurses (servers) have discretion over how they interact with their patients (customers) in a facility that...