No Call, No Show: Impact of No-Shows on Customer Attrition in Online-to-Offline Services

Nil Karacaoglu
Nil Karacaoglu
[email protected]
https://orcid.org/0000-0003-4883-6870
Fisher College of Business, Ohio State University, Columbus, Ohio 43210
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,
Simin Li
Corresponding Author
Simin Li
[email protected]
https://orcid.org/0000-0001-8979-502X
Freeman School of Business, Tulane University, New Orleans, Louisiana 70118
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Nil Karacaoglu

[email protected]

https://orcid.org/0000-0003-4883-6870

Fisher College of Business, Ohio State University, Columbus, Ohio 43210

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,

Corresponding Author

Simin Li

[email protected]

https://orcid.org/0000-0001-8979-502X

Freeman School of Business, Tulane University, New Orleans, Louisiana 70118

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Published Online:29 Jul 2026https://doi.org/10.1287/msom.2025.0421

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msom.2025.0421.sm1.pdf

cover image Manufacturing & Service Operations Management

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Received:June 03, 2025
Accepted:June 02, 2026
Published Online:July 29, 2026

Copyright © 2026, INFORMS

Cite as

Nil Karacaoglu, Simin Li (2026) No Call, No Show: Impact of No-Shows on Customer Attrition in Online-to-Offline Services. Manufacturing & Service Operations Management 0(0).

https://doi.org/10.1287/msom.2025.0421

Keywords

Acknowledgments

The authors thank the department editor, associate editor, and anonymous reviewers for their constructive feedback. The authors are especially grateful to Marty Lariviere for his guidance and support throughout the development of this project.