Operations
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Operations

How Much Is Your Customer’s Time Worth?

If you are in fast food, a surprising amount

Operations

Why You Should Accept Returns

Best handling of merchandise returns may be counterintuitive

Healthcare

When Hospitals Turn Away Ambulances

Uncovering flaws in a policy intended to prevent ER overcrowding

Economics

Which Plane Lands Last?

The tricky science of weather delays and airport landing slots

Operations

The Trick to Turn-and-Earn

Why the allocation mechanism smoothes demand fluctuations

Operations

Cutting in Line

Flexible queuing systems may improve customer service

Strategy

Commissions, Kickbacks, and Consumers

Brokers responding to financial incentives can benefit consumers

Policy

A Potentially Fatal Illness, An Unpredictable Vaccine

Yearly flu vaccine notable for uncertainty in both supply and demand

Operations

From Web Visits to Firm Orders

Analyzing web visitor click data to streamline sales efforts

Economics

Let Your Competitor Feast on Leftovers

Creating shortages can be a strategic advantage

Operations

We Will Be Right with You

Managing customers with vague promises

Operations

Rational Rationing

Allocating scarce resources in uncertain conditions

Marketing

Rational Retail Pricing

Demand-based pricing versus past-price dependence

Marketing

Sales Force Effectiveness

First ask the right questions

Operations

Global Dual Sourcing Strategies

Should you source your carbon fiber bicycle frames from Mexico or China?

Data AnalyticsStrategy

Learning from Zillow and Zoots

Improved performance through service inventory management

Operations

Firm Size and Service Level

When is it advantageous for a service-oriented firm to differentiate itself along service-quality dimensions?

Operations

The Outlet Mall

Dumping ground, cannibal channel, or smart strategy?

Cultural Intelligence in Global Teams

A fusion model of collaboration