Problem Definition: In service operations settings where the difficulty of jobs is unpredictable, workers can encounter critical incidents (CIs)---jobs which are sufficiently disturbing to challenge workers' coping mechanisms. We examine the impact of encountering CIs on subsequent operational...

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...

Situations where simple and affordable testing tools are available but not accurate enough to be operationally relevant are ubiquitous. For COVID-19 detection, rapid point-of-care tests are cheap and provide results in minutes, but largely fail policymakers' accuracy requirements. We propose an...