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.
   • 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); 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
   • Featured in Harvard Business Review; Georgia Tech Scheller News; University of Washington Foster News; University of Miami News; Patch. 
   • 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

Practitioner Journals

5. Qiuping Yu (2020), “When Providing Wait Times, It Pays to Underpromise and Overdeliver“,  Harvard Business Review. (Digital Article)
   • Also available in Turkish, Korean, and Chinese. 
6. 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)
7. 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

8. “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)
9. “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
10. “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
11. “The Unintended Operational Consequences of Minimum Wage: Evidence From A National Fashion Retailer“, with Shawn Mankad and Masha Shunko
12. “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

13. “On the Display Format of Delay Information: A Large Scale Field Experiment on A Ridesharing Platform”, with Yiming Zhang and Yong-Pin Zhou
14. “Are Customers Satisfaction Biased: Evidence from a Restaurant Chain “, with Masoud Kamalahmadi and Yong-Pin Zhou
15. “Fairness in Algorithm-driven Scheduling “
16. “Timing Matters: Sourcing Workers in On-demand Freight Matching Platforms”, with Ziqi Dong and Guangwen Kong