Research
Research
Research interests · Empirical Operations Management, Service Operations, Retail Operations, Digital Services, On-Demand Services
Research interests · Empirical Operations Management, Service Operations, Retail Operations, Digital Services, On-Demand Services
No Call, No Show: Impact of No-Shows on Customer Attrition in Online-to-Offline Services. Forthcoming at Manufacturing & Service Operations Management
with Simin Li
Algorithmic Assortment Curation: An Empirical Study of Buybox in Online Marketplaces. Manufacturing & Service Operations Management, 27(3), 917–934, 2025
with Santiago Gallino and Antonio Moreno
Selected for MSOM TIE SIG, 2023
Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail. Operations Research, 71(3), 876–894, 2023
with Santiago Gallino and Antonio Moreno
Media coverage · Why Online Retailers Have a ‘Need for Speed’, Knowledge at Wharton Podcast
Even Tiny Website Slowdowns Can Be Costly, Harvard Business Review (July–August 2023)
WeStore or AppStore: How Customers Shop Differently in Mobile Apps vs. Social Commerce. Forthcoming at Production and Operations Management
with Kejia Hu
3rd Place, INFORMS TIMES Best Working Paper Award, 2021
Whether Weather Matters: Impact of Exogenous Factors on Customers’ Channel Choice. Handbook chapter in Operations in an Omnichannel World, pp. 235–261, 2019
Springer Series on Supply Chain Management
with Santiago Gallino and Antonio Moreno
The Price of Time: Customer Perceptions of Dynamic Pricing in On-Demand Services. Minor Revision at Production and Operations Management
The Psychology of Virtual Queue: When Waiting Becomes Less Like Waiting. Major Revision at Manufacturing & Service Operations Management
with Kejia Hu, Xiang Li, and Xun Xu
Effects and Persistence of Consumption Feedback on IoT Energy Platforms. Major Revision at Manufacturing & Service Operations Management
with Jacob Zeng, Serasu Duran, and Nur Sunar
Strategically Giving Service: Visibility and Efficiency in Service Markets. 2nd Round Major Revision at Manufacturing & Service Operations Management
with Antonio Moreno and Can Ozkan
Finalist, IBM Service Science Best Student Paper Award, 2017
Finalist, POMS CBOM Junior Scholar Paper Competition, 2019
Expedited Service Promises: Evidence From a Food Ordering Platform. Reject & Resubmit at Manufacturing & Service Operations Management
with Simin Li and Luyi Yang
From Keywords to Meaning: How LLMs Transform Marketplace Search
with Santiago Gallino and Antonio Moreno
Disintermediation Evidence from a Cleaning Platform
with Simin Li and Ioannis Stamatopoulos
Shopping Without Shoppers: How AI Agents Navigate Product Assortments
with Antonio Moreno and Jenny Wang
When Shelves Are Empty: The Online Impact of Offline Stockouts
with Felipe Caro and Christian Blanco