Manufacturing & Service Operations Management

Volume 23 · Issue 4

July 202116 articles

On Queue-Length Information when Customers Travel to a Queue

Refael Hassin · Ricky Roet-Green

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Jul 1, 2021pp. 989-1004DOI: 10.1287/msom.2020.0909 ↗

Contextual Trustworthiness of Organizational Partners: Evidence from Nine School Networks

Samantha M. Keppler · Karen R. Smilowitz · Paul M. Leonardi

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July 2021pp. 974-988DOI: 10.1287/msom.2020.0892 ↗

Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers

Daniel Altman · Galit B. Yom-Tov · Marcelo Olivares · Shelly Ashtar · Anat Rafaeli

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July 2021pp. 854-875DOI: 10.1287/msom.2020.0897 ↗

Does Immediate Feedback Make You Not Try as Hard? A Study on Automotive Telematics

Vivek Choudhary · Masha Shunko · Serguei Netessine

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July 2021pp. 835-853DOI: 10.1287/msom.2020.0924 ↗

Does Online Training Work in Retail?

Marshall Fisher · Santiago Gallino · Serguei Netessine

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July 2021pp. 876-894DOI: 10.1287/msom.2020.0906 ↗

Editorial Board

Authors not recorded

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July 2021pp. C2-C2DOI: 10.1287/msom.2021.eb.v23n4 ↗

Introduction to the Manufacturing & Service Operations Management Special Issue on People-Centric Operations

Guillaume Roels · Bradley R. Staats

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July 2021pp. 758-760DOI: 10.1287/msom.2021.1021 ↗

OM Forum—People-Centric Operations: Achievements and Future Research Directions

Guillaume Roels · Bradley R. Staats

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July 2021pp. 745-757DOI: 10.1287/msom.2021.0977 ↗

Peer Bargaining and Productivity in Teams: Gender and the Inequitable Division of Pay

Lamar Pierce · Laura W. Wang · Dennis J. Zhang

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July 2021pp. 933-951DOI: 10.1287/msom.2019.0821 ↗

Recovering from Critical Incidents: Evidence from Paramedic Performance

Hessam Bavafa · Jónas Oddur Jónasson

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July 2021pp. 914-932DOI: 10.1287/msom.2019.0863 ↗

Strategic Sourcing Under Severe Disruption Risk: Learning Failures and Under-Diversification Bias

Kyle Goldschmidt · Mirko Kremer · Douglas J. Thomas · Christopher W. Craighead

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July 2021pp. 761-780DOI: 10.1287/msom.2020.0907 ↗

Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government

Ryan W. Buell · Ethan Porter · Michael I. Norton

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July 2021pp. 781-802DOI: 10.1287/msom.2020.0877 ↗

The Effects of Multisiting on Productivity and Quality

Diwas KC · Sokol Tushe

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July 2021pp. 803-818DOI: 10.1287/msom.2020.0879 ↗

The Impact of Facility Layout on Service Worker Behavior: An Empirical Study of Nurses in the Emergency Department

Lesley Meng · Robert J. Batt · Christian Terwiesch

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July 2021pp. 819-834DOI: 10.1287/msom.2020.0953 ↗

The Influence of Female Directors on Product Recall Decisions

Kaitlin D. Wowak · George P. Ball · Corinne Post · David J. Ketchen

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July 2021pp. 895-913DOI: 10.1287/msom.2019.0841 ↗

The Influence of Peers in Worker Misconduct: Evidence from Restaurant Theft

Tat Y. Chan · Yijun Chen · Lamar Pierce · Daniel Snow

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July 2021pp. 952-973DOI: 10.1287/msom.2019.0848 ↗