Frontiers in Operations: A Moment for Reflection: Debiasing Service Evaluations
References
- (2023) Brand crisis and customer relationship management on social media: Evidence from a natural experiment from the airline industry. Inform. Systems Res. 34(2):442–462.Link, Google Scholar
- (2011) How much is a reduction of your customers’ wait worth? An empirical study of the fast-food drive-thru industry based on structural estimation methods. Manufacturing Service Oper. Management 13(4):489–507.Link, Google Scholar
- (2009) The impact of service operations failures on customer satisfaction: Evidence on how failures and their source affect what matters to customers. Manufacturing Service Oper. Management 11(1):52–69.Link, Google Scholar
- (2025) Designing layouts for sequential experiences: Application to cultural institutions. Management Sci. 72(4):3528–3549.Link, Google Scholar
- (2022) Impact of motivation and workload on service time components: An empirical analysis of call center operations. Management Sci. 68(9):6697–6715.Link, Google Scholar
- (2015) Waiting patiently: An empirical study of queue abandonment in an emergency department. Management Sci. 61(1):39–59.Link, Google Scholar
- (2024) The impact of the opportunity zone program on residential real estate. Manufacturing Service Oper. Management 26(6):2142–2159.Link, Google Scholar
- (2017) How to pay employees based on customer feedback. Forbes (August 24), https://www.forbes.com/sites/groupthink/2017/08/24/how-to-pay-employees-based-on-customer-feedback/.Google Scholar
- (2003) Latent Dirichlet allocation. J. Machine Learn. Res. 3(Jan):993–1022.Google Scholar
- (2020) Operational transparency: Showing when work gets done. Manufacturing Service Oper. Management 25(3):812–826.Link, Google Scholar
- (2023) Trouble in programmer’s paradise: Gender-biases in sharing and recognising technical knowledge on Stack Overflow. Schiffrin A, Koc-Michalska K, Ferrier M, eds. Women in the Digital World (Routledge, London), 100–121.Crossref, Google Scholar
- (2017) Creating reciprocal value through operational transparency. Management Sci. 63(6):1673–1695.Link, Google Scholar
- (2022) Serving democracy: Evidence of voting resource disparity in Florida. Management Sci. 68(9):6687–6696.Link, Google Scholar
- (2022) Reading between the stars: Understanding the effects of online customer reviews on product demand. Manufacturing Service Oper. Management 24(4):1977–1996.Link, Google Scholar
- (2020) Reducing discrimination with reviews in the sharing economy: Evidence from field experiments on Airbnb. Management Sci. 66(3):1071–1094.Link, Google Scholar
- (2016) The design of experiential services with acclimation and memory decay: Optimal sequence and duration. Management Sci. 62(5):1278–1296.Link, Google Scholar
- (2024) OM Forum—The best of both worlds: Machine learning and behavioral science in operations management. Manufacturing Service Oper. Management 26(5):1605–1621.Link, Google Scholar
- (2018) Overcoming algorithm aversion: People will use imperfect algorithms if they can (even slightly) modify them. Management Sci. 64(3):1155–1170.Link, Google Scholar
- (2017) Racial discrimination in the sharing economy: Evidence from a field experiment. Amer. Econom. J. Appl. Econom. 9(2):1–22.Crossref, Google Scholar
- (1994) Integration of the cognitive and the psychodynamic unconscious. Amer. Psych. 49(8):709–724.Crossref, Google Scholar
- (2013) Dual-process theories of higher cognition: Advancing the debate. Perspect. Psych. Sci. 8(3):223–241.Crossref, Google Scholar
- (2020) Racial discrimination in transportation network companies. J. Public Econom. 190(C):104205.Crossref, Google Scholar
- Georgetown University (2024) Viewing evaluation results. Georgetown University. Accessed April 20, 2025, https://oads.georgetown.edu/course-evaluations/viewing-evaluation-results.Google Scholar
- (1991) How mental systems believe. Amer. Psych. 46(2):107–119.Crossref, Google Scholar
- (2022) Racial bias in customer service: Evidence from Twitter. Inform. Systems Res. 33(1):43–54.Link, Google Scholar
- (2017) Bias in online freelance marketplaces: Evidence from TaskRabbit and Fiverr. Lee CP, Poltrock SE, Barkhuus L, Borges M, Kellogg WA, eds. Proc. 2017 ACM Conf. Comput. Supported Cooperative Work Soc. Comput. (Association for Computing Machinery, New York), 1914–1933.Google Scholar
- (2018) Perceiver and target characteristics contribute to impression formation differently across race and gender. J. Personality Soc. Psych. 114(3):384–404.Google Scholar
- (2001) Operational drivers of customer loyalty in electronic retailing: An empirical analysis of electronic food retailers. Manufacturing Service Oper. Management 3(3):264–271.Link, Google Scholar
- (2010) An examination of whether and how racial and gender biases influence customer satisfaction. Acad. Management J. 53(2):238–264.Crossref, Google Scholar
- (2021) The causal effect of service satisfaction on customer loyalty. Management Sci. 67(1):317–341.Link, Google Scholar
- (2014) VADER: A parsimonious rule-based model for sentiment analysis of social media text. Proc. Internat. AAAI Conf. Web Soc. Media 8(1):216–225.Crossref, Google Scholar
- (2025) Going the distance: The impact of commute on gender diversity in public service. Manufacturing Service Oper. Management 27(2):607–623.Link, Google Scholar
- (2002) Representativeness revisited: Attribute substitution in intuitive judgment. Gilovich T, Griffin D, Kahneman D, eds. Heuristics and Biases: The Psychology of Intuitive Judgment (Cambridge University Press, Cambridge, UK), 49–81.Crossref, Google Scholar
- (1982) Judgment Under Uncertainty: Heuristics and Biases (Cambridge University Press, Cambridge, UK).Crossref, Google Scholar
- (1993) When more pain is preferred to less: Adding a better end. Psych. Sci. 4(6):401–405.Crossref, Google Scholar
- (2009) Impact of workload on service time and patient safety: An econometric analysis of hospital operations. Management Sci. 55(9):1486–1498.Link, Google Scholar
- (2026) Customer discrimination in the workplace: Evidence from online sales. J. Labor Econom., ePub ahead of print May 19, https://www.journals.uchicago.edu/doi/10.1086/733049.Google Scholar
- (1996) Agents with faces: The effect of personification. Proc. 5th IEEE Internat. Workshop Robot Human Comm. RO-MAN’96 TSUKUBA (IEEE, New York), 189–194.Google Scholar
- (1999) Customer satisfaction for financial services: The role of products, services, and information technology. Management Sci. 45(9):1194–1209.Link, Google Scholar
- (2022) A theory of interior peaks: Activity sequencing and selection for service design. Manufacturing Service Oper. Management 24(2):993–1001.Link, Google Scholar
- (2007) Putting feelings into words. Psych. Sci. 18(5):421–428.Crossref, Google Scholar
- (2018) Does reason writing reduce decision bias? Experimental evidence from judges in China. J. Legal Stud. 47(1):83–118.Crossref, Google Scholar
- (2013) Measuring the effect of queues on customer purchases. Management Sci. 59(8):1743–1763.Link, Google Scholar
- (2001) Birds of a feather: Homophily in social networks. Annual Rev. Sociol. 27(1):415–444.Crossref, Google Scholar
- (2021) When transparency fails: Bias and financial incentives in ridesharing platforms. Management Sci. 67(1):166–184.Link, Google Scholar
- (2021) Service quality using text mining: Measurement and consequences. Manufacturing Service Oper. Management 23(6):1354–1372.Link, Google Scholar
- (2019) Gender bias in teaching evaluations. J. Eur. Econom. Assoc. 17(2):535–566.Crossref, Google Scholar
- (2000) Overcoming the inevitable anchoring effect: Considering the opposite compensates for selective accessibility. Personality Soc. Psych. Bull. 26(9):1142–1150.Crossref, Google Scholar
- (2022) OM Forum—A vision of responsible research in operations management. Manufacturing Service Oper. Management 24(6):2799–2808.Link, Google Scholar
- (2005) The influence of the avatar on online perceptions of anthropomorphism, androgyny, credibility, homophily, and attraction. J. Comput. Mediated Comm. 11(1):153–178.Crossref, Google Scholar
- (1999) Ageism: Negative and Positive (Springer Publishing Company, Princeton, NJ).Google Scholar
- (2018) Positivity bias in customer satisfaction ratings. Champin P-A, Gandon F, Lalmas M, Ipeirotis PG, eds. Companion Proc. Web Conf. 2018 (International World Wide Web Conferences Steering Committee, Geneva), 631–638.Google Scholar
- (1990) Mood and memory under natural conditions: Evidence for mood incongruent recall. J. Personality Soc. Psych. 59(2):321–336.Crossref, Google Scholar
- (1993) Putting stress into words: Health, linguistic, and therapeutic implications. Behav. Res. Ther. 31(6):539–548.Crossref, Google Scholar
- (2013) Bias, discrimination and obesity. Grodin M, Tarantola D, Annas G, Gruskin S, eds. Health and Human Rights in a Changing World, 3rd ed. (Routledge, New York), 581–606.Google Scholar
- (2009) How to play the “names game”: Patent retrieval comparing different heuristics. Res. Policy 38(10):1617–1627.Crossref, Google Scholar
- (2003) Memories of colonoscopy: A randomized trial. Pain 104(1–2):187–194.Crossref, Google Scholar
- (2017) Discriminating tastes: Uber’s customer ratings as vehicles for workplace discrimination. Policy Internet 9(3):256–279.Crossref, Google Scholar
- (2018) Humans are not machines: The behavioral impact of queueing design on service time. Management Sci. 64(1):453–473.Link, Google Scholar
- (1997) Exposition effects on decision making: Choice and confidence in choice. Organ. Behav. Human Decision Processes 70(3):207–219.Crossref, Google Scholar
- (1996) The empirical case for two systems of reasoning. Psych. Bull. 119(1):3–22.Crossref, Google Scholar
- (2000) Individual differences in reasoning: Implications for the rationality debate? Behav. Brain Sci. 23(5):645–665.Crossref, Google Scholar
- Tripadvisor (2025) Tripadvisor’s 2025 transparency report reveals strong review submissions and improved fraud detection. Accessed April 20, https://tripadvisor.mediaroom.com/2025-03-18-Tripadvisors-2025-Transparency-Report-reveals-strong-review-submissions-and-improved-fraud-detection.Google Scholar
- (2007) An empirical study of system improvement by frontline employees in hospital units. Manufacturing Service Oper. Management 9(4):492–505.Link, Google Scholar
- (2016) Evidence of non-response bias in the Press-Ganey patient satisfaction survey. BMC Health Services Res. 16:350.Crossref, Google Scholar
- Uber (2025) Deactivations: Understanding why drivers and delivery people can lose access to their accounts. Accessed October 31, 2025, https://www.uber.com/us/en/drive/driver-app/deactivationreview/.Google Scholar
- (2009) Joining longer queues: Information externalities in queue choice. Manufacturing Service Oper. Management 11(4):543–562.Link, Google Scholar
- (2012) The impact of education on intergroup attitudes: A multiracial analysis. Soc. Psych. Quart. 75(1):80–106.Crossref, Google Scholar
- (2021) Facial impressions are predicted by the structure of group stereotypes. Psych. Sci. 32(12):1979–1993.Crossref, Google Scholar
- Yelp (2025) Growth in services drove Yelp’s 2024 results. Yelp Inc. Accessed April 20, https://www.yelp-ir.com/news/press-releases/news-release-details/2025/Growth-in-Services-Drove-Yelps-2024-Results.Google Scholar

