Publications

1. Qiuping Yu, Gad Allon, and Achal Bassamboo (2017), “How do Delay Announcements Shape Customer Behavior? An Empirical Study,” Management Science, 63(1): 1-20.
   • First Prize, CSAMSE Annual Conference/Columbia China Business Initiative Best Paper Award, 2016
   • Lead Article
2. Qiuping Yu, Gad Allon, Achal Bassamboo, and Seyed Iravani (2018), “Managing Customer Expectations and Priorities in Service Systems,” Management Science, 64(8), 3942-3970.
3. Qiuping Yu, Gad Allon, and Achal Bassamboo (2020), “The Reference Effect of Delay Announcements: A Field Experiment,” Management Science, Accepted.
   • Featured in Harvard Business Review (digital article). 
   • Featured in INFORMS Resoundingly Human Podcast. 
4. Masoud Kamalahmadi, Qiuping Yu and Yong-Pin Zhou (2020), “Call to Duty: Just-in-Time Scheduling in a Restaurant Chain“,  Management Science, Accepted
   • Harvard Business Review. “The Costs of Last-Minute Scheduling” (IdeaWatch, January/February 2020 print issue)
   • Third Prize, Best Service Science Paper Award Competition, 2019
   • Selected to present at the Wharton Empirical Workshop, 2019, Behavioral Operations Workshop, University of Texas, Dallas, 2018
5.  Qiuping Yu (2020), “When Providing Wait Times, It Pays to Underpromise and Overdeliver“,  Harvard Business Review. (Digital Article) 

Papers under Review/Revision

6. “Delay Information in Virtual Queues: A Large Scale Field Experiment On A Ridesharing Platform“, with Yiming Zhang and Yong-Pin Zhou
   • Partner Platform’s Research Grant Award 2018 ($23,783)
   • Featured in Harvard Business Review (digital article). 
   • Forthcoming in Harvard Business Review (IdeaWatch, January/February 2021 print issue) 
   • SSRN’s Top Ten download list for: PROD: Empirical (Service) (Topic) and Service Management eJournal.
   • Selected to present at Harvard Business School (COER) 2020
7. “How To Find Your Most Valuable Service Outlets: Measuring Influence Using Network Analysis“, with Shawn Mankad and Masha Shunko
   • Wharton Customer Analytics Institute Data Grant Award 2015
   • Selected to present at Harvard Business School (COER) 2019
8. “A Quality Value Chain Network: Linking Supply Chain Quality to Customer Lifetime Value“, with Shawn Mankad and Masha Shunko, Reject & Resubmit Management Science
   • Wharton Customer Analytics Institute Data Grant Award 2015
   • Selected to present at The Wharton School (WCAI), 2017, Harvard Business School (COER), 2017
9. “Linking Delay Announcements, Abandonment, and Service Time“, with Kurt Bretthauer and Eric Webb, Reject and Resubmit, Operations Research
   • Featured in Harvard Business Review (digital article). 
   • Finalist, IBM Service Science Best Student Paper Award, 2017
   • Selected to present at the Behavioral Operations Workshop, University of Wisconsin, Madison, 2016
   • Previously titled “Linking Delay Announcement, Abandonment, and Staffing: A Behavioral Perspective”

Work-In-Progress

9. “On the Display Format of Delay Information: A Large Scale Field Experiment on A Ridesharing Platform”, with Yiming Zhang and Yong-Pin Zhou
10. “Operational Implication of Minimum Wage”, with Shawn Mankad and Masha Shunko 
11. “Fairness in Algorithm-driven Scheduling “
12. “Timing Matters: Sourcing Workers in On-demand Freight Matching Platforms”, with Ziqi Dong and Guangwen Kong