When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity

  title={When Does the Devil Make Work? An Empirical Study of the Impact of Workload on Worker Productivity},
  author={T. Tan and Serguei Netessine},
  journal={Manag. Sci.},
  • T. Tan, Serguei Netessine
  • Published 2014
  • Computer Science
  • Manag. Sci.
  • We analyze a large, detailed operational data set from a restaurant chain to shed new light on how workload defined as the number of tables or diners that a server simultaneously handles affects servers' performance measured as sales and meal duration. We use an exogenous shock---the implementation of labor scheduling software---and time-lagged instrumental variables to disentangle the endogeneity between demand and supply in this setting. We show that servers strive to maximize sales and speed… CONTINUE READING
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