Proactive Customer Service: Operational Benefits and Economic Frictions. - Kraig Delana; Nicos Savva; Tolga Tezcan (Manuf. Serv. Oper. Manag., 2021)

Multichannel Delivery in Healthcare: The Impact of Telemedicine Centers in Southern India. - Kraig Delana; Sarang Deo; Kamalini Ramdas; Ganesh-Babu B. Subburaman; Thulasiraj Ravilla (Manag. Sci., 2023)