Research Interests

Empirical Labor Decisions in Service Operations, Product and Service Innovation, Information Economics, Entertainment and Hospitality Industries

Published Papers

1. When does the devil make work? An empirical study of the impact of workload on server’s performance (2014, Download, with Serguei Netessine), Management Science, 60(6), 1574-1593, Special Issue on Business Analytics

2. The implications of worker behavior for staffing decisions: empirical evidence and best practices (2014, Download, with Serguei Netessine), Cornell Hospitality Quarterly, 55(3), 277-286

3. Is Tom Cruise threatened? An empirical study of the impact of product variety on demand concentration (Feb 2017, forthcoming Information Systems ResearchDownload, with Serguei NetessineLorin Hitt)

Working Papers

1. When you work with a Super Man, will you also fly? An empirical study of the impact of the coworkers on workers' performance (Jan 2017, under second round revision for last round review at Management ScienceDownload, with Serguei Netessine)

2. Inequality in knowledge repository use in scaling service operations (Aug 2017, Download, under third round review at Manufacturing and Service Operations Management, with Melissa Valentine, Bradley Staats, Amy Edmondson)

3. Behavioral drivers of routing decisions: Evidence from restaurant table assignment (Nov 2016, under revision, Download, with Bradley Staats)

4. At your service on the table: Impact of tabletop technology on restaurant performance (with Serguei Netessine)

5. Impact of workload on operational risk: An empirical study with commercial bank (with Yuqian XuSerguei Netessine)

6. How long to squeeze that creative juice? An empirical study on the impact of movie production time on financial performance (Download, with Josh EliashbergKartik Hosanagar)


1. A comparison of search costs between the mobile retail channel and PC channel (with Nitish Jain)