Research Summary
Research Summary
Retail Store Operations
Description
Professor Ton's research focuses on the last link in many supply chains, the retail store. She examines how store operations should be designed and managed to ensure that both in-store logistics activities and customer service activities are performed well. Currently, she is studying store operations at multiple retailers to build a contingent model for store operations that identifies the contextual factors that drive the differences in the best approach for designing and managing store operations. She is also studying operating decisions related to workforce management that will improve store performance and employee motivation. Her work is at the intersection of operations management and human resource mananagement literatures.