Research

Academic Journals
  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.
  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.
  4. Masoud Kamalahmadi, Qiuping Yu and Yong-Pin Zhou (2020), “Call to Duty: Just-in-Time Scheduling in a Restaurant Chain“,  Management Science, Accepted
Practitioner Journals
  1. Qiuping Yu (2020), “When Providing Wait Times, It Pays to Underpromise and Overdeliver“,  Harvard Business Review. (Digital Article)
  2. Masoud Kamalahmadi, Qiuping Yu and Yong-Pin Zhou (2020), “The Costs of Last-Minute Scheduling” , Harvard Business Review. (IdeaWatch, January/February 2020 print issue, also available in Chinese)
  3. Qiuping Yu, Yiming Zhang, Yong-Pin Zhou (2021), A Better Way to Manage Virtual Queues“,  Harvard Business Review. (IdeaWatch, January/February 2021 print issue, also available in Chinese) 


Papers under Review/Revision
  1. 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 & Print), Scheller News.
    • SSRN’s Top Ten download list for multiple ejournals: PROD: Empirical (Service), Service Management, Innovation & Management Science,  Information Systems: Behavioral & Social Methods.
    • Selected to present at Harvard Business School (COER) 2020 (COER Slides)
  2. 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
  3. A Quality Value Chain Network: Linking Supply Chain Quality to Customer Lifetime Value“, with Shawn Mankad and Masha Shunko
    • Wharton Customer Analytics Institute Data Grant Award 2015
    • Selected to present at The Wharton School (WCAI), 2017, Harvard Business School (COER), 2017
  4. The Unintended Operational Consequences of Minimum Wage: Evidence From A National Fashion Retailer“, with Shawn Mankad and Masha Shunko
  5. Linking Delay Announcements, Abandonment, and Service Time“, with Kurt Bretthauer and Eric Webb
    • 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
  1. “On the Display Format of Delay Information: A Large Scale Field Experiment on A Ridesharing Platform”, with Yiming Zhang and Yong-Pin Zhou
  2. “Are Customers Satisfaction Biased: Evidence from a Restaurant Chain “, with Masoud Kamalahmadi and Yong-Pin Zhou
  3. “Fairness in Algorithm-driven Scheduling “
  4. “Timing Matters: Sourcing Workers in On-demand Freight Matching Platforms”, with Ziqi Dong and Guangwen Kong