Volume Flexibility in Services: The Costs and Benefits of Flexible Labor Resources

Acknowledgments We are grateful to numerous individuals at our field site whose efforts made this project possible. We thank the DE Serguei Netessine, the associate editor and the anonymous reviewers whose comments and suggestions greatly improved this paper. provided valuable comments on earlier drafts of this paper. We also thank participants in the seminar in Carlson School of Management, COER conferences at HBS and Wharton, and the Empirical Workshop in OM at Wharton for their constructive feedback. All remaining errors are our own.