Retail in High Definition: Monitoring Customer Assistance Through Video Analytics
Published Online:30 Mar 2020https://doi.org/10.1287/msom.2020.0865
References
- (2013) Structural estimation of callers’ delay sensitivity in call centers. Management Sci. 59(12):2727–2746.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
- (2015) Waiting patiently: An empirical study of queue abandonment in an emergency department. Management Sci. 61(1):39–59.Link, Google Scholar
- (2013) Increased speed equals increased wait: The impact of a reduction in emergency department ultrasound order processing time. HBS Working Paper 14-033, Harvard Business School, Boston.Google Scholar
- (2016) Modeling the behavior of patients who leave the ED without being seen. Chicago Booth Research Paper No. 12-14, University of Chicago, Chicago.Google Scholar
- (2016) Multitasking, multi-armed bandits, and the Italian judiciary. Manufacturing Service Oper. Management 18(4):545–558.Google Scholar
- (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
- (2011) The labor illusion: How operational transparency increases perceived value. Management Sci. 57(9):1564–1579.Link, Google Scholar
- Bureau of Labor Statistics (2019) Occupational outlook handbook, retail sales workers. Accessed April 24, 2019, https://www.bls.gov/ooh/sales/retail-sales-workers.htm.Google Scholar
- (2015) The value of measuring customer satisfaction. Working paper.Google Scholar
- (2016) Traffic-based labor planning in retail stores. Production Oper. Management 25(1):96–113.Crossref, Google Scholar
- (2016) The impact of supplier inventory service level on retailer demand. Manufacturing Service Oper. Management 18(4):461–474.Google Scholar
- (2020) Incentive design for operations-marketing multitasking. Working paper, Johns Hopkins University, Baltimore.Google Scholar
- (2007) Store manager incentive design and retail performance: An exploratory investigation. Manufacturing Service Oper. Management 9(4):518–534.Google Scholar
- (2017) Setting retail staffing levels: A methodology validated with implementation. Working paper, University of Pennsylvania, Philadelphia.Google Scholar
- (2006) Retail store execution: An empirical study. Working paper, University of Pennsylvania, Philadelphia.Google Scholar
- (2009) Are your staffing levels correct? Internat. Commerce Rev. 8(2):110–115.Crossref, Google Scholar
- (2010) Customer satisfaction heterogeneity and shareholder value. J. Marketing Res. 47(4):612–626.Crossref, Google Scholar
- (1979) Moral hazard and observability. Bell J. Econom. 10(1):74–91.Crossref, Google Scholar
- (2007) What's new in econometrics. Lecture Notes 6, NBER Summer 2007. Accessed February 20, 2020, http://www.nber.org/WNE/WNEnotes.pdf.Google Scholar
- (2016) Sales assistance, search and purchase decisions: An analysis using retail video data. Working paper, City University of New York, New York.Google Scholar
- (2011) The Statistical Analysis of Failure Time Data, vol. 360 (John Wiley & Sons, New York).Google Scholar
- (2002) Assessing the service-profit chain. Marketing Sci. 21(3):294–317.Link, Google Scholar
- (2013) Does multitasking improve performance? Evidence from the emergency department. Manufacturing Service Oper. Management 16(2):168–183.Link, 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
- (2014) Increasing sales by managing congestion in self-service environments: Evidence from a field experiment. Working paper, University of North Carolina, Chapel Hill.Google Scholar
- (2009) The Theory of Incentives: The Principal-Agent Model (Princeton University Press, Princeton, NJ).Crossref, Google Scholar
- (1998) Retail sales force scheduling based on store traffic forecasting. J. Retailing 74(1):61–88.Crossref, Google Scholar
- (2013) Measuring the effect of queues on customer purchases. Management Sci. 59(8):1743–1763.Link, Google Scholar
- (2015) Estimating the impact of understaffing on sales and profitability in retail stores. Production Oper. Management 24(2):201–218.Crossref, Google Scholar
- (2006) How does objective quality affect perceived quality? short-term effects, long-term effects, and asymmetries. Marketing Sci. 25(3):230–247.Google Scholar
- (2007) Introduction to Statistical Quality Control (John Wiley & Sons, New York).Google Scholar
- (2010) Benchmark breakdown: Key metrics on 25 industries. Forbes (June 29), https://www.forbes.com/2010/06/29/best-in-class-financial-metrics-entrepreneurs-finance-sageworks_slide.html#59a6fe61caf0.Google Scholar
- (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retailing 64(1):12–40.Google Scholar
- (2012) Effect of traffic on sales and conversion rates of retail stores. Manufacturing Service Oper. Management 14(1):145–162.Link, Google Scholar
- (1996) Stochastic Processes . 2nd ed. (John Wiley & Sons, New York).Google Scholar
- (2015) Service quality variability and termination behavior. Management Sci. 61(11):2739–2759.Google Scholar
- (2012) Specialization and variety in repetitive tasks: Evidence from a Japanese bank. Management Sci. 58(6):1141–1159.Link, Google Scholar
- (2014) When does the devil make work? An empirical study of the impact of workload on worker productivity. Management Sci. 60(6):1574–1593.Link, Google Scholar
- (2015) Impact of queue configuration on service time: Evidence from a supermarket. Management Sci. 64(7):3055–3075.Google Scholar
- (2019) Machine learning for survival analysis: A survey. ACM Comput. Surveys 51(6):110.Google Scholar
- (2017) How do delay announcements shape customer behavior? An empirical study. Management Sci. 63(1):1–20.Link, Google Scholar

