Frontiers in Operations: A Moment for Reflection: Debiasing Service Evaluations

Hallie Cho
Hallie Cho
[email protected]
https://orcid.org/0000-0002-6522-7404
McDonough School of Business, Georgetown University, Washington, District of Columbia 20057
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,
Dawson Kaaua
Corresponding Author
Dawson Kaaua
[email protected]
https://orcid.org/0000-0002-2463-3422
McDonough School of Business, Georgetown University, Washington, District of Columbia 20057
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Hallie Cho

[email protected]

https://orcid.org/0000-0002-6522-7404

McDonough School of Business, Georgetown University, Washington, District of Columbia 20057

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,

Corresponding Author

Dawson Kaaua

[email protected]

https://orcid.org/0000-0002-2463-3422

McDonough School of Business, Georgetown University, Washington, District of Columbia 20057

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Published Online:22 Jun 2026https://doi.org/10.1287/msom.2025.0060

Supplemental Material

msom.2025.0060.sm1.pdf

cover image Manufacturing & Service Operations Management

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Received:January 15, 2025
Accepted:April 29, 2026
Published Online:June 22, 2026

Copyright © 2026, INFORMS

Cite as

Hallie Cho, Dawson Kaaua (2026) Frontiers in Operations: A Moment for Reflection: Debiasing Service Evaluations. Manufacturing & Service Operations Management 0(0).

https://doi.org/10.1287/msom.2025.0060

Keywords

Acknowledgement

The authors thank Donna St. Louis for her assistance in developing the experimental interface on Qualtrics and the review team and seminar participants at Airbnb and ESMT Berlin for their valuable feedback.