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- 2023
- Working Paper
Organizational Responses to Product Cycles
By: Achyuta Adhvaryu, Vittorio Bassi, Anant Nyshadham, Jorge Tamayo and Nicolas 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; Product; Organizational Structure; Auto Industry; Argentina
Adhvaryu, Achyuta, Vittorio Bassi, Anant Nyshadham, Jorge Tamayo, and Nicolas Torres. "Organizational Responses to Product Cycles." Harvard Business School Working Paper, No. 23-061, March 2023. (Revise & Resubmit Journal of Political Economy.)
- 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
Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Marketing Science 39, no. 5 (September–October 2020): 956–973.
- 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
Lagerstrom, Robert, Carliss Y. Baldwin, Alan MacCormack, Daniel J. Sturtevant, and Lee Doolan. "Exploring the Relationship Between Architecture Coupling and Software Vulnerabilities." Proceedings of the International Symposium on Engineering Secure Software and Systems (ESSoS) 9th (2017): 53–69. (Part of Lecture Notes in Computer Science, ISSN 0302-9743.)
- 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
Lagerstrom, Robert, Carliss Y. Baldwin, Alan MacCormack, Dan Sturtevant, and Lee Doolan. "Exploring the Relationship between Architecture Coupling and Software Vulnerabilities: A Google Chrome Case." Harvard Business School Working Paper, No. 17-078, February 2017.
- 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
Lemmens, Aurelie, and Sunil Gupta. "Managing Churn to Maximize Profits." Harvard Business School Working Paper, No. 14-020, September 2013. (Revised December 2019. Forthcoming at Marketing Science.)
- Article
Are Self-service Customers Satisfied or Stuck?
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
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "Are Self-service Customers Satisfied or Stuck?" Production and Operations Management 19, no. 6 (November–December 2010). (Awarded the Decision Sciences Institute Stan Hardy Award for Outstanding Paper Published during 2010 in the Field of Operations Management.)