o   M&SOM Review” Article

Ø  Finalist in 2016 INFORMS Service Science Best Student Paper Award (to my PhD student Hang Ren at UCL School of Management, University College London)

Ø  An earlier version of the paper was a Semi-Finalist in the 2013 INFORMS Junior Faculty Interest Group (JFIG) Paper Competition

Ø  Winner in 2018 “Most Influential Service Operations Paper” (out of 61 service operations papers published in Production and Operations Management from 2015 to 2016)

Ø  Winner in 2015 WICKHAM SKINNER Best Paper Award published in Production and Operations Management during 2014 (out of 150 published papers)

Ø  This research has been covered by media: CBS News: What a Bricks-and-Mortar Business Can Learn From Website Analytics and

Kellogg Insight: From Web Visits to Firm Orders: Analyzing web visitor click data to streamline sales efforts

Ø  Finalist in 2016 MSOM Service Management SIG Best Paper Competition (among all published papers in service management in the last three years across all journals)

Invited Review Paper

Sample Working Papers