Research & Publications


  • “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. PinkerManagement 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.

Working Papers