Service Operations & Digital Platforms

Capacity and staffing, service systems, product launches, and experimentation on digital platforms.

All research areas All publications

(2026). Predicting Effects, Missing Distributions: Evaluating LLMs as Human Behavior Simulators in Operations Management. INFORMS Journal on Data Science, forthcoming.

Preprint Agentic & Generative AIService Operations & Digital Platforms

(2026). SPARKLE: A Nonparametric Approach for Online Decision-Making with High-Dimensional Covariates. Operations Research, Major Revision.

Preprint Reinforcement Learning & Sequential Decision-MakingService Operations & Digital Platforms

(2026). Dynamic Cloud Service-Capacity Deployment with Costly Response Readiness.

Preprint Service Operations & Digital PlatformsReinforcement Learning & Sequential Decision-Making

(2026). Staffing under Taylor's Law: A Unifying Framework for Bridging Square-Root and Linear Safety Rules. Management Science, Minor Revision.

Preprint Service Operations & Digital PlatformsData-Driven Simulation & Stochastic Optimization

(2026). Cold-Start Forecasting of New Product Life-Cycles via Conditional Diffusion Models.

Preprint Agentic & Generative AIService Operations & Digital Platforms

(2026). Optimizing Service Operations via LLM-Powered Multi-Agent Simulation.

Preprint Agentic & Generative AIService Operations & Digital Platforms

(2025). Seesaw Experimentation: A/B Tests with Spillovers.

Preprint Reinforcement Learning & Sequential Decision-MakingService Operations & Digital Platforms

(2024). How Does Risk Hedging Impact Operations? Insights from a Price-Setting Newsvendor Model. Management Science 70(7):4167-4952.

DOI Preprint Service Operations & Digital PlatformsFinTech & Quantitative Risk

(2018). Enhancing Stochastic Kriging for Queueing Simulation with Stylized Models. IISE Transactions 50(11):943–958.

DOI Data-Driven Simulation & Stochastic OptimizationService Operations & Digital Platforms

(2014). Scaling and Modeling of Call Center Arrivals. Proceedings of the 2014 Winter Simulation Conference, 476–485.

DOI Service Operations & Digital PlatformsData-Driven Simulation & Stochastic Optimization

(2013). A Bayesian Approach for Modeling and Analysis of Call Center Arrivals. Proceedings of the 2013 Winter Simulation Conference, 713–723.

DOI Service Operations & Digital PlatformsData-Driven Simulation & Stochastic Optimization

(2010). On the Dynamics of a Finite Buffer Queue Conditioned on the Amount of Loss. Queueing Systems 67(2):91–110.

DOI Data-Driven Simulation & Stochastic OptimizationService Operations & Digital Platforms