Dear Colleagues,
We are excited to announce the fourth session of the Research Webinar Series organized by the POMS College of Supply Chain Management. The series will be held twice per semester (on the second Friday of every other month) and will feature two junior scholars presenting their cutting-edge research.
Our second session is scheduled for:
📅 Friday, April 10, 2026
🕙 10:00 – 11:15 AM Eastern Time
🌐 Live Webinar (Registration Required)
Webinar Theme:
Technology-Enabled Operations: Improving Decision Making and Customer Experience
Speakers:
Abstract: Businesses increasingly implement analytics-driven tools and advanced technologies, such as algorithms and artificial intelligence, to address complex operational challenges. Human supervision remains a critical component for effectively integrating these technologies into decision-making processes, highlighting the importance of understanding human behavior in human-AI collaboration. This study investigates the dynamics of human-AI interaction using an experimental methodology, focusing on how humans respond to, interpret, and utilize AI-generated suggestions. The study examines the conditions under which collaboration improves decision-making performance, and the role of human judgment in refining AI outputs. Our findings provide actionable insights for managers, emphasizing the importance of designing systems that balance AI efficiency with human intuition to maximize decision-making effectiveness.
Abstract: This paper studies how algorithmic management affects service performance by comparing gig workers and traditionally managed employees in customer support. Using a large-scale field experiment on a leading e-commerce platform, we randomly assign consumer inquiries to gig or traditional agents. Gig agents outperform on algorithm-monitored efficiency metrics, including faster response times and higher case closure rates. However, they generate worse consumer experiences, reflected in increased negative sentiment and reduced future purchases. We identify strategic gaming as the key mechanism: Gig agents transfer cases more frequently, and nearly half of these transfers are unnecessary escalations aimed at improving performance metrics. These behaviors degrade service quality and erode consumer trust. The findings highlight a fundamental efficiency-experience trade-off under algorithmic control and suggest the need for more balanced performance measurement systems.
The session will be moderated by Karthik Natarajan (University of Minnesota).
🔗 Register here: https://msu.zoom.us/webinar/register/WN_uVqDNCQ5TMqJxuByYI2_Rg
We look forward to your participation in supporting this initiative and engaging with impactful research in supply chain management.
Join our LinkedIn group: https://www.linkedin.com/groups/14670041
POMS College of Supply Chain Management Board
President: Stanley Lim, Michigan State University
VP Communications: Yue Zhang, Duke University
VP Meetings: Karthik Natarajan, University of Minnesota
VP Special Events: Rob Basten, Eindhoven University of Technology
Secretary: Ali Fattahi, John Hopkins University
Treasurer: Neda Mirzaeian, University of Texas at Dallas
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Yue Zhang
Visiting Research Scholar
Duke University
University Park PA
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