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 (with Simin Li) Accepted at Manufacturing & Service Operations Management
Algorithmic Assortment Curation: An Empirical Study of Buybox in Online Marketplaces (with Santiago Gallino and Antonio Moreno) Manufacturing & Service Operations Management 27.3 (2025): 917-934 [Link]
Selected for MSOM TIE SIG, 2023
Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail (with Santiago Gallino and Antonio Moreno) Operations Research 71.3 (2023): 876-894 [Link]
WeStore or AppStore: How Customers Shop Differently in Mobile Apps vs. Social Commerce (with Kejia Hu) Forthcoming at Production and Operations Management [Link]
3rd Place, INFORMS TIMES Best Working Paper Award, 2021
Whether Weather Matters: Impact of Exogenous Factors on Customers’ Channel Choice (with Santiago Gallino and Antonio Moreno) Handbook Chapter, Operations in an Omnichannel World (2019): 235-261., Springer Series on Supply Chain Management
The Price of Time: Customer Perceptions of Dynamic Pricing in On-Demand Services Major Revision at Production and Operations Management
The Psychology of Virtual Queue: When Waiting Becomes Less Like Waiting (with Kejia Hu, Xiang Li, Xun Xu) Major Revision at Manufacturing & Service Operations Management
Strategically Giving Service: Visibility and Efficiency in Service Markets (with Antonio Moreno and Can Ozkan) 2nd Round Major Revision at Manufacturing & Service Operations Management
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 (with Simin Li and Luyi Yang) Reject & Resubmit at Manufacturing & Service Operations Management
Effects and Persistence of Consumption Feedback on IoT Energy Platforms (with Jacob Zeng, Serasu Duran, Nur Sunar) Major Revision at Manufacturing & Service Operations Management
Disintermediation Evidence from a Cleaning Platform (with Simin Li and Ioannis Stamatopoulos)
Beyond Keywords: How LLM-Powered Semantic Search Reshapes Product Discovery in Online Marketplaces (with Santiago Gallino and Antonio Moreno)
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)