“Retail Store Customer Flow and COVID-19 Transmission,” with Laurens Debo, Rebecca Lebeaux, Quang Nguyen and Anne Hoen, Proceedings of the National Academy of Sciences, Vol. 188, No. 11, March 2021
“What Safe Shopping Looks Like During a Pandemic,” with Laurens Debo, HBR online, July 24, 2020.
“Queueing Models of Case Managers,” (with Fernanda Campello and Armann Ingolfsson), to appear in Management Science.
"Outsourcing a Two-Level Service Process," (with Hsiao-Hui Lee and Edieal Pinker), Management Science, Vol. 58, No. 8, August 2012.
"Game Theory Models," (with P. Kopalle), book chapter for the Handbook of Pricing Management, Oxford University Press, 2012.
"Dynamic Revenue Management in Airline Alliances", with C. Wright and H. Groenevelt, Transportation Science, Vol. 44, No. 1, February 2010, pp. 15-37.
"Work Expands to Fill the Time Available: Capacity Estimation and Staffing under Parkinson’s Law", with S. Hasija and E. Pinker, Manufacturing & Service Operations Management, Vol. 12, No. 1, 2010, pp. 1–18.
"Managing the Outsourcing of Two-Level Service Processes: Literature Review and Integration", with E. Pinker, H. Lee and S. Hasija, Proceedings of HICSS’43, 2010.
"Dynamic Capacity Management with Substitution", with F. Zhang, Operations Research, Vol. 57, No. 3, May-June 2009.
"Call Center Outsourcing Contracts Under Information Asymmetry", with S. Hasija and E. Pinker, Management Science, Vol. 54, No. 4, April 2008.
"The Southwest Effect, Airline Alliances and Revenue Management", Journal of Revenue and Pricing Management, Vol. 5, No. 1, April 2006.
"Staffing and Routing in a Two-Tier Call Center", with S. Hasija and E. Pinker, International Journal of Operational Research, Vol. 1, No. 1, 2005.
"Revenue Management Games: Horizontal and Vertical Competition", with S. Netessine, Management Science, Vol. 51, No. 5, May 2005.
"Salesforce Design with Experience-based Learning", with S. Misra and E. Pinker, Simon School IIE Transactions, Vol. 36, No. 10, October 2004.
"Approximation and Analysis of a Queueing System with Flexible and Specialized Servers", OR Spectrum, Special Issue on Call Center Management, Vol. 26, No. 3, July 2004.
"Gatekeepers and Referrals in Services", with E. Pinker. Management Science, Vol. 49, No. 7, July 2003.
"Flexible Service Capacity: Optimal Investment and the Impact of Demand Correlation", with S. Netessine and G. Dobson, Operations Research, Vol. 50, No. 2, March-April 2002.
"Safe at Home? An Experiment in Domestic Airline Security", with A. Barnett, M. Hansen, A. Odoni, and G. Gosling, Operations Research, Vol. 49, No. 2, March-April 2001.
"The Efficiency-Quality Tradeoff of Crosstrained Workers", with E. Pinker, Manufacturing and Service Operations Management (M&SOM), Vol. 2, No. 1, Winter 2000.
"Optimal Updating of Forecasts for the Timing of Future Events," Management Science, Vol. 44, No. 3, 1998.
"Real-Time Forecasts of Aircraft Departure Queues," Air Traffic Control Quarterly, Vol. 5, No. 4, 1997.
"A Comparison of Retained and Appointed Counsel in Cases of Capital Murder," with J. Beck, Law and Human Behavior, Vol. 21, No.5, 1997.
"Response of the U.S. Air Carriers to the On-Time Disclosure Rule," Transportation Research Record, 1993.
"OR Theory and Practice: A Student Perspective," with E. Pinker, K. Malone, and S. Ahn. OR/MS Today, June 1993.