Frontiers in Operations: Operational Overload: The Impact of Workload on High-Skilled Workforce Attrition

References

• Adams JS (1965) Inequity in social exchange. Adv. Exp. Soc. Psychol., vol. 2 (Academic Press, New York), 267–299.Crossref, Google Scholar
• Adepoju T, Carson AL, Jin HS, Manasseh CS (2023) Hospital boarding crises: The impact of urgent vs. prevention responses on length of stay. Management Sci. 69(10):5948–5963.Link, Google Scholar
• Altman D, Yom-Tov GB, Olivares M, Ashtar S, Rafaeli A (2020) Do customer emotions affect agent speed? An empirical study of emotional load in online customer contact centers. Manufacturing Service Oper. Management 23(4):854–875.Link, Google Scholar
• Anand K, Paç M, Veeraraghavan S (2011) Quality–speed conundrum: Trade-offs in customer-intensive services. Management Sci. 57(1):40–56.Link, Google Scholar
• Angelici M, Profeta P (2023) Smart working: Work flexibility without constraints. Management Sci. 70(3):1680–1705.Link, Google Scholar
• Bavafa H, Jónasson JO (2021) Recovering from critical incidents: Evidence from paramedic performance. Manufacturing Service Oper. Management 23(4):914–932.Link, Google Scholar
• Bavafa H, Jónasson JO (2024) The distributional impact of fatigue on performance. Management Sci. 70(5):3319–3337.Link, Google Scholar
• Bechtold SE, Sumners DL (1988) Note—Optimal work-rest scheduling with exponential work-rate decay. Management Sci. 34(4):547–552.Link, Google Scholar
• Bergman A, David G, Song H (2023) ‘I Quit’: Schedule volatility as a driver of voluntary employee turnover. Manufacturing Service Oper. Management 25(4):1416–1435.Link, Google Scholar
• Bossaerts P, Fattinger F, Rotaru K, Xu K (2024) Emotional engagement and trading performance. Management Sci. 70(6):3381–3397.Link, Google Scholar
• Celik U, Rath S, Kesavan S, Staats BR (2024) Does physician’s choice of when to perform EHR tasks influence total EHR workload? Manufacturing Service Oper. Management 26(4):1190–1210.Link, Google Scholar
• Dailey RC, Kirk DJ (1992) Distributive and procedural justice as antecedents of job dissatisfaction and intent to turnover. Human Relations 45(3):305–317.Crossref, Google Scholar
• Darmon RY (1990) Identifying sources of turnover costs: A segmental approach. J. Marketing 54(2):46–56.Crossref, Google Scholar
• Dess GG, Shaw JD (2001) Voluntary turnover, social capital, and organizational performance. Acad. Management Rev. 26(3):446–456.Crossref, Google Scholar
• Ding H, Tushe S, Kc D, Lee DKK (2024) Valuing nursing productivity in emergency departments. Manufacturing Service Oper. Management 26(4):1323–1337.Link, Google Scholar
• Emadi S, Staats B (2020) A structural estimation approach to study agent attrition. Management Sci. 66(9):4071–4095.Link, Google Scholar
• Evans M (2023) Nurse shortage pushes hospitals into the gig economy. Wall Street Journal (April 18), https://www.wsj.com/articles/nurse-shortage-hospitals-hiring-gig-economy-dc94bdb2.Google Scholar
• Feintzeig R (2022) Stressed nurses wonder: How to quit a job when it’s your calling? Wall Street Journal (January 10), https://www.wsj.com/articles/when-youre-burned-out-at-your-job-but-its-also-your-calling-11641790863.Google Scholar
• Green LV, Savin S, Savva N (2013) Nursevendor problem: Personnel staffing in the presence of endogenous absenteeism. Management Sci. 59(10):2237–2256.Link, Google Scholar
• Hopp W, Iravani S, Yuen G (2007) Operations systems with discretionary task completion. Management Sci. 53(1):61–77.Link, Google Scholar
• Ibanez M, Toffel M (2020) How scheduling can bias quality assessment: Evidence from food-safety inspections. Management Sci. 66(6):2396–2416.Link, Google Scholar
• Jacobs A (2021) ‘Nursing is in crisis’: Staff shortages put patients at risk. New York Times (August 21), https://www.nytimes.com/2021/08/21/health/covid-nursing-shortage-delta.html.Google Scholar
• Jaeker B, Tucker A (2017) Past the point of speeding up: The negative effects of workload saturation on efficiency and patient severity. Management Sci. 63(4):1042–1062.Link, Google Scholar
• Jiang Z, Silberholz J, Wang Y, Costa D, Sjoding M (2024) Can employees’ past helping behavior be used to improve shift scheduling? Evidence from ICU nurses. Management Sci. Forthcoming.Google Scholar
• Kalisch BJ, Lee KH (2010) The impact of teamwork on missed nursing care. Nursing Outlook 58(5):233–241.Crossref, Google Scholar
• Kc D (2020) Worker productivity in operations management. Foundations Trends(R) Tech. Inform. Oper. Management 13(3):151–249.Crossref, Google Scholar
• Kc D, Terwiesch C (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
• Kesavan S, Staats BR, Gilland W (2014) Volume flexibility in services: The costs and benefits of flexible labor resources. Management Sci. 60(8):1884–1906.Link, Google Scholar
• Kesavan S, Lambert SJ, Williams JC, Pendem PK (2022) Doing well by doing good: Improving retail store performance with responsible scheduling practices at the Gap, Inc. Management Sci. 68(11):7818–7836.Link, Google Scholar
• Kim S, Chan C, Olivares M, Escobar G (2015) ICU admission control: An empirical study of capacity allocation and its implication for patient outcomes. Management Sci. 61(1):19–38.Link, Google Scholar
• Lapré M, Cravey C (2022) When success is rare and competitive: Learning from others’ success and my failure at the speed of Formula One. Management Sci. 68(12):8741–8756.Link, Google Scholar
• Li Q, Lourie B, Nekrasov A, Shevlin T (2022) Employee turnover and firm performance: Large-sample archival evidence. Management Sci. 68(8):5667–5683.Link, Google Scholar
• Lucchesi ELB (2019) For nurses, trauma can come with the job. New York Times (May 7), https://www.nytimes.com/2019/05/07/well/live/for-nurses-trauma-can-come-with-the-job.html.Google Scholar
• Madsen PM, Desai VM (2010) Failing to learn? The effects of failure and success on organizational learning in the global orbital launch vehicle industry. Acad. Management J. 53(3):451–476.Crossref, Google Scholar
• Mayo K, Webb E, Ball G, Bretthauer K (2024) Scheduling smarter: Scheduling decision impact on nurse-aide turnover. Manufacturing Service Oper. Management 26(1):182–196.Link, Google Scholar
• Moon K, Loyalka P, Bergemann P, Cohen J (2022) The hidden cost of worker turnover: Attributing product reliability to the turnover of factory workers. Management Sci. 68(5):3755–3767.Link, Google Scholar
• Moon K, Bergemann P, Brown D, Chen A, Chu J, Eisen EA, Fischer GM, Loyalka P, Rho S, Cohen J (2023) Manufacturing productivity with worker turnover. Management Sci. 69(4):1995–2015.Link, Google Scholar
• Musalem A, Olivares M, Yung D (2023) Balancing agent retention and waiting time in service platforms. Oper. Res. 71(3):979–1003.Link, Google Scholar
• Narayanan S, Balasubramanian S, Swaminathan JM (2009) A matter of balance: Specialization, task variety, and individual learning in a software maintenance environment. Management Sci. 55(11):1861–1876.Link, Google Scholar
• Netessine S, Fisher M, Krishnan J (2013) Labor planning, execution, and retail store performance: An exploratory investigation. Preprint, submitted September 4, http://dx.doi.org/10.2139/ssrn.2319863.Google Scholar
• Netessine S, Tang C, Toffel M (2022) Introduction to the Manufacturing & Service Operations Management special section on responsible research in operations management. Manufacturing Service Oper. Management 24(6):2797–2798.Link, Google Scholar
• Niewoehner RJ, Kc D, Staats B (2022) Physician discretion and patient pick-up: How familiarity encourages multitasking in the emergency department. Oper. Res. 71(3):958–978.Link, Google Scholar
• Organ D, Podsakoff P, MacKenzie S (2006) Organizational Citizenship Behavior: Its Nature, Antecedents, and Consequences (SAGE Publications, Inc., Thousand Oaks, CA).Crossref, Google Scholar
• Polgreen L (2023) Nurses are burned out and fed up, with good reason. New York Times (January 18), https://www.nytimes.com/2023/01/18/opinion/nurses-strike-pay-staffing-ratios.html.Google Scholar
• Rafaeli A, Erez A, Ravid S, Derfler-Rozin R, Treister D, Scheyer R (2012) When customers exhibit verbal aggression, employees pay cognitive costs. J. Appl. Psychol. 97(5):931–950.Crossref, Google Scholar
• Smet A, Mugayar-Baldocchi M, Reich A, Schaninger B (2023) Some employees are destroying value. Others are building it. Do you know the difference? McKinsey Quarterly (September 11), https://www.mckinsey.com/capabilities/people-and-organizational-performance/our-insights/some-employees-are-destroying-value-others-are-building-it-do-you-know-the-difference.Google Scholar
• Soltani M, Batt RJ, Bavafa H, Patterson BW (2022) Does what happens in the ED stay in the ED? The effects of emergency department physician workload on post-ED care use. Manufacturing Service Oper. Management 24(6):3079–3098.Link, Google Scholar
• Tan T, Netessine S (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
• Ton Z, Huckman RS (2008) Managing the impact of employee turnover on performance: The role of process conformance. Organ. Sci. 19(1):56–68.Link, Google Scholar
• Tran B, Lenhart A, Ross R, Dorr DA (2019) Burnout and EHR use among academic primary care physicians with varied clinical workloads. AMIA Joint Summits Translational Sci. Proc. AMIA Summit Translational Sci. 2019(May):136–144.Google Scholar
• Um MY, Harrison DF (1998) Role stressors, burnout, mediators, and job satisfaction: A stress-strain-outcome model and an empirical test. Soc. Work Res. 22(2):100–115.Crossref, Google Scholar
• Valentine MA, Tan TF, Staats BR, Edmondson AC (2018) Fluid teams and knowledge retrieval: Scaling service operations. Manufacturing Service Oper. Management 21(2):346–360.Link, Google Scholar
• Wooldridge JM (2010) Econometric Analysis of Cross Section and Panel Data, 2nd ed. (MIT Press, Cambridge, MA).Google Scholar
• Wooldridge JM (2014) Quasi-maximum likelihood estimation and testing for nonlinear models with endogenous explanatory variables. J. Econom. 182(1):226–234.Crossref, Google Scholar