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  • 2023
  • Working Paper

Organizational Responses to Product Cycles
By: Achyuta Adhvaryu, Vittorio Bassi, Anant Nyshadham, Jorge Tamayo and Nicholas Torres
Product cycles entail the mass production of new – and often increasingly complex –products on a regular basis. How do firms manage these changes? We use granular daily data from a leading automobile manufacturer to study the organizational impacts of introducing new...  View Details
Keywords: Training; Organizational Change and Adaptation; Knowledge Management; Production; Auto Industry; Argentina
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  • September–October 2020
  • Article

Managing Churn to Maximize Profits
By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability or their responsiveness to a...  View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
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  • Other Article

Exploring the Relationship Between Architecture Coupling and Software Vulnerabilities
By: Robert Lagerstrom, Carliss Y. Baldwin, Alan MacCormack, Daniel J. Sturtevant and Lee Doolan
Employing software metrics, such as size and complexity, for predicting defects has been given a lot of attention over the years and proven very useful. However, the few studies looking at software architecture and vulnerabilities are limited in scope and findings. We...  View Details
Keywords: Security Vulnerabilities; Software Architecture; Metrics; Software; Complexity; Measurement and Metrics
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  • 2017
  • Working Paper

Exploring the Relationship between Architecture Coupling and Software Vulnerabilities: A Google Chrome Case
By: Robert Lagerstrom, Carliss Y. Baldwin, Alan MacCormack, Dan Sturtevant and Lee Doolan
Employing software metrics, such as size and complexity, for predicting defects has been given a lot of attention over the years and has proven very useful. However, the few studies looking at software architecture and vulnerabilities are limited in scope and findings....  View Details
Keywords: Software; Architecture; Coupling; Vulnerabilities; Applications and Software; Complexity; Measurement and Metrics
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  • 2019
  • Working Paper

Managing Churn to Maximize Profits
By: Aurelie Lemmens and Sunil Gupta
Customer defection threatens many industries, prompting companies to deploy targeted, proactive customer retention programs and offers. A conventional approach has been to target customers either based on their predicted churn probability, or their responsiveness to a...  View Details
Keywords: Churn Management; Defection Prediction; Loss Function; Stochastic Gradient Boosting; Customer Relationship Management; Consumer Behavior; Profit
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  • Article

Are Self-service Customers Satisfied or Stuck?
By: Ryan W. Buell, Dennis Campbell and Frances X. Frei
This paper investigates the impact of self-service technology (SST) usage on customer satisfaction and retention. Specifically, we disentangle the distinct effects of satisfaction and switching costs as drivers of retention among self-service customers. Our empirical...  View Details
Keywords: Service Delivery; Information Technology; Customer Satisfaction; Competition; Cost; Banks and Banking; Behavior; Market Transactions; Management Analysis, Tools, and Techniques
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