This page include resources that can be used to introduce popular behavioral concepts that might be applicable to service operations research and practice. This is not supposed to be an exhaustive list, but provides fodder for a discussion around the important future directions in this realm. If a reader knows of something that would be appropriate to add to this list, please send it to Mike Dixon at 1dixonmi at gmail.com
Daniel Kaheman and his deceased colleague Amos Tversky were arguably the fore runners in considering behavioral elements in economic decisions and models. Most of what we know as Behavioral Economics stems from their early work around loss aversion and prospect theory. Among other awards, Kahneman was awarded the Nobel Prize in Economics in 2002.
Daniel Kahneman recently published a popular press book that summarized much of the decades of his work:
Below is a two part video summary of the book.
In addition , Michael Lewis has written a book on the relationship between Kahneman and Tversky.
The book exposes readers to many of their ideas and a behind-the-scene view of how the scientific duo worked through their own relationships.
Here is Kahneman himself giving a Ted Talk discussing experiences and memories.
Dick Chase and Sriram Dasu identified the importance of considering behavioral ideas in services with their seminal, must-read HBR article titled:
Want to Perfect your Company's Service? Use Behavioral Science.
In addition, they have published a follow-up to the article in the Sloan Management Review:
The Soft Side of Customer Service
They have also published a popular press book that further explores their ideas:
Here is a review of the book published in Cornell Quarterly.
Using Behavioral Research to Design Better Customer Experiences
Below is a book chapter under review for the next volume of the Handbook of Service Science. The chapter reviews the rich literature of temporal sequence effects: