This forum study examines the past and future of Operations Management (OM) research. First, we investigate evolution OM research from 1997 to 2018 by using machine learning tools analyze all papers published in five journals (JOM, MS, M&SOM, POM, OR), find that number information/financial flow‐focused has increased steadily over years. Second, present three topics motivated US‐China trade war Covid‐19 pandemic, postulate is likely involve flows: material, information, financial flows....

Abstract Manuscript Type Empirical Research Question/Issue This paper explores whether R&D investment has a mediating and/or moderating effect on the relationship between corporate governance and firm performance. Findings/Insights empirical study of C hinese IT ‐industry listed companies during 2007–2008 period shows that does not moderate, but instead mediates Theoretical/Academic Implications takes perspective technological innovation to empirically examine makes contribution...

Service failure is well documented in service marketing literature, which mainly focuses on interactions between employees and individual customers. However, prior research has not examined customers’ emotional behavioral responses during group failure—that is, a involving of customers who do meet the expectations all or majority Compared with (individual failure), are likely to show different characteristics. The authors conduct two experiments find that have higher levels anger complaint...

This study experimentally investigates ordering behavior in the competitive newsvendor problem. We consider a duopoly market setting with two identical newsvendors selling same perishable goods common market. Our experimental results show that average observed orders systematically deviate from Nash equilibrium, and exhibit similar pull‐to‐center pattern as classic non‐competitive experiments: fall below equilibrium high‐margin condition, above low‐margin condition. More importantly, are...

This paper studies a global sourcing problem where buyer sources product from supplier to satisfy uncertain market demand. With the increasing length and complexity of today’s supply chains, may face two issues when designing contract: adverse selection (i.e., supplier’s cost structure is private information) noncontractible capacity investment not contractible). We show that does necessarily lead lower profit for buyer, but it require more complex contract format achieve optimal...

The outbreak of the toxic capsule crisis during April 2012 aroused widespread public concern about risk chromium‐contaminated capsules and drug safety in China. In this article, we develop a conceptual model to investigate perceptions pharmaceutical behavioral responses relationship between associated factors these two variables. An online survey was conducted test model, including questions on measures perceived efficacy countermeasures, trust State FDA (Food Drug Administration),...

Purpose The concept of face has been deeply embedded in Chinese culture. This paper aims to examine the role service failure and recovery encounters, explore factors that influence customer emotions, satisfaction behavioral intention based on a proposed conceptual model. Design/methodology/approach uses scenario role‐play‐based experimental design model encounters. Findings results show plays an important Specifically, it is found utilitarian symbolic customers receive encounter can both...

Over the last 20 years, journal Manufacturing & Service Operations Management (M&SOM) has expanded its original focus to include innovative operations, environmentally sustainable and socially responsible operations. As we celebrate M&SOM’s 20th anniversary, this special issue is intended renew commitment publish operations management research articles that are relevant, innovative, rigorous. This paper reflects on development of M&SOM over years discusses exciting future journal.

This paper studies how to design service outsourcing contracts ensure fast, quality services from an independent provider. The outsourcer does not have perfect information about the provider’s capacity cost (i.e., of providing fast service) and achieving a high level). Moreover, two unknown costs may be positively, or negatively, correlated with each other. We solve for outsourcer’s optimal contract, show that structure contract depends on relationship between costs. Specifically, we...

In collaboration with Alibaba, this study leverages a large-scale field experiment to quantify the impact of generative AI (gen AI) assistant on worker performance in an e-commerce after-sales service setting, where human agents provide customer support through digital chat. Agents were randomly assigned either control or treatment group, latter having access gen that offers two automated functions as text messages: 1) diagnosis order issues real time and 2) solution suggestions. exhibited...

In the context of recent recalls contaminated pet food and lead-painted toys in United States, we examine patterns risk perceptions decisions when facing consumer product-caused quality risks. Two approaches were used to explore product recalls. first approach, elicited judged probabilities found that people appear have greatly overestimated actual risks for both scenarios. second applied psychometric paradigm perception dimensions concerning these two specific products through factor...

This article studies the impact of modular assembly on supply chain efficiency. In approach, a manufacturer acquires pre‐assembled modules from its suppliers, rather than individual components, as in traditional approach. We analyze competitive behavior two‐stage system consisting manufacturer, and supplier who pre‐assembles two components into module. The firms can choose their own inventory policies we show existence Nash equilibrium game. Moving to approach has twofold effect chain....

Problem definition: Despite extensive research on buyback contracts in supply chain management, little attention has been given to a direct comparison between traditional full-quantity, partial-credit (FQ) contract and an alternative full-credit, partial-quantity (FC) contract, especially when considering the behavioral biases of retailer. This study aims fill this gap by exploring how these influence performance offer practical guidelines for suppliers. Methodology/results: Through...

This paper studies how to design service outsourcing contracts ensure fast, quality services from an independent provider. The outsourcer does not have perfect information about either the provider's capacity cost (i.e., for providing fast service), or her of achieving a high level). Moreover, two unknown costs may be correlated with each other. We solve outsourcer's optimal contract, and show that structure contract depends on relationship between costs. Specifically, we highlight following...

This paper studies a supply contracting problem where buyer sources product from supplier to satisfy uncertain market demand. With the increasing length and complexity of today's global chains, may face two issues when designing contract: adverse selection (i.e., supplier's cost structure is private information) lack enforcement capacity investment not enforceable). We derive buyer's optimal strategies analyze their properties. find that although mechanism generally complex, it reduce...

Implicit knowledge has been always the difficulty for enterprise management, and expert map or may help enterprises manage implicit knowledge. This paper materializes sharing system by management of experts their social relations, puts forward way constructing in line with business process experts' portrays general framework system, illustrates data storage model, introduces major processes designs relationship-based approaches recommended implements system.

This paper studies the impact of modular assembly on supply chain efficiency. In approach, a manufacturer acquires pre-assembled modules from its suppliers, rather than individual components, as in traditional approach. We analyze competitive behavior two-stage system consisting manufacturer, and supplier who pre-assembles two components into module. The firms can choose their own inventory policies we show existence Nash equilibrium game. Moving to approach has two-fold effect chain. First,...