The discussion covers two papers examining how customers respond to operational transparency in service contexts, but they do so using very different approaches. The first paper, "Creating Reciprocal Value Through Operational Transparency," looks at the impact of visual transparency on customer perceptions and employee performance in a university dining hall. The authors find that allowing customers to see employees actively engaged in service delivery improves both objective performance and customer perceptions of service value. The second paper, "Operational Transparency: Showing When Work Gets Done," uses parcel delivery data from Alibaba's logistics arm, Cainiao Network, to study the effect of track-package activities on customer ratings. The author demonstrates that customers give higher delivery service scores when track-package activities cluster towards the end of the shipping horizon, suggesting that the value customers place on transparency depends not only on the visibility of work but also on the timing of the activity.The Entire Behavioural Science Reading List on Amazon

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