Expanding Service Capabilities Through an On-Demand Workforce

The authors thank area editor Amy Ward, the anonymous associate editor, and two expert reviewers for their valuable and constructive feedback, which has significantly enhanced the quality and readability of the paper. Additionally, the authors thank the Service Enterprise Engineering (SEE) laboratory at the Technion Institute of Technology for generously providing access to their call-center data. The data can be accessed at https://seelab.net.technion.ac.il/data/. Furthermore, the authors acknowledge Jing Dong from Columbia Business School for a stimulating conversation that inspired the discussion on the “power of two” in the paper. Lastly, the first author would like to acknowledge his steadfast companion, Roku, his pet dog, who provided invaluable support during the challenging times of this work, particularly amidst the COVID-19 pandemic.