4/1/2016 — Taylor Guitars purchased an ebony mill in Cameroon to ensure corporate social and environmental responsibility (CSER) in sourcing, and shared the responsibly-sourced supply of ebony with competitors through horizontal sourcing. Inspired by this case, we investigate vertical integration as an alternative strategy for CSER in sourcing in which a firm can vertically integrate with its supplier in order to ensure responsible practices in the supply chain.

• KEYWORD(S):
• corporate social responsibility
• operations
• supply chain
• sustainability

8/16/2021 — To increase revenue or improve customer service, companies are increasingly personalizing their product or service offerings based on their customers' history of interactions. In this paper, we show how call centers can improve customer service by implementing personalized priority policies.

• KEYWORD(S):
• management

8/17/2020 — Brick-and-mortar (B&M) retailers must enhance the customer in-store experience to better compete with online retailers. Fitting rooms in B&M stores play a critical role in the customer experience as a venue to experience products and examine alternatives. High traffic in fitting rooms, however, obstructs the customer’s ability to choose a product. In this paper, we (1) examine the impact of fitting room traffic on store performance using archival data, (2) identify phantom stockouts as a plausible mechanism for this impact, and (3) provide a potential solution and quantify the magnitude of its impact using two field experiments.  

• KEYWORD(S):
• operations