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  • March 2021
  • Case

Chime Solutions
By: Shai Bernstein, William R. Kerr, Christopher Stanton and Mel Martin
Just two years after launching their 10k by 2020 initiative to hire 10,000 employees by 2020, the COVID-19 pandemic forced Chief Executive Officer Mark Wilson to send nearly all of his staff at Chime Solutions (Chime) to work from home. Chime was a customer contact...  View Details
Keywords: Finance; Working Capital; Operations; Recruitment; Performance; Change Management; Retention; Financial Institutions; Employee Relationship Management; Talent and Talent Management; Growth Management; Communications Industry; Service Industry; United States
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  • March 2019
  • Article

A Structural Analysis of the Role of Superstars in Crowdsourcing Contests
By: Shunyuan Zhang, Param Singh and Anindya Ghose
We investigate the long-term impact of competing against superstars in crowdsourcing contests. Using a unique 50-month longitudinal panel data set on 1677 software design crowdsourcing contests, we illustrate a learning effect where participants are able to improve...  View Details
Keywords: Crowdsourcing Contests; Superstar Effect; Bayesian Learning; Utility; Economics Of Information System; Dynamic Structural Model; Dynamic Programming; Markov Chain; Monte Carlo; Learning; Competition; Performance Improvement
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  • June 2018
  • Article

Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged
By: Clarence Lee, Elie Ofek and Thomas Steenburgh
We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across...  View Details
Keywords: Customer Engagement; Adoption Routes; Word-of-Mouth; Digital Marketing; Bayesian Estimation; Customers; Communication; Consumer Behavior; Marketing; Online Technology; Data and Data Sets
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  • May–June 2018
  • Article

Data Uncertainty in Markov Chains: Application to Cost-Effectiveness Analyses of Medical Innovations
By: Joel Goh, Mohsen Bayati, Stefanos A. Zenios, Sundeep Singh and David Moore
Cost-effectiveness studies of medical innovations often suffer from data inadequacy. When Markov chains are used as a modeling framework for such studies, this data inadequacy can manifest itself as imprecision in the elements of the transition matrix. In this paper,...  View Details
Keywords: Markov Chains; Cost Effectiveness; Medical Innovations; Colorectal Cancer; Health Care and Treatment; Cost vs Benefits; Innovation and Invention; Mathematical Methods; Health Industry
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  • January–February 2018
  • Article

Some Customers Would Rather Leave Without Saying Goodbye
By: Eva Ascarza, Oded Netzer and Bruce G.S. Hardie
We investigate the increasingly common business setting in which companies face the possibility of both observed and unobserved customer attrition (i.e., “overt” and “silent” churn) in the same pool of customers. This is the case for many online-based services where...  View Details
Keywords: Churn; Retention; Attrition; Customer Base Analysis; Hidden Markov Models; Latent Variable Models; Customer Relationship Management; Consumer Behavior
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  • October 2014
  • Article

Hidden Structure: Using Network Methods to Map System Architecture
By: Carliss Y. Baldwin, Alan MacCormack and John Rusnak
In this paper, we describe an operational methodology for characterizing the architecture of complex technical systems and demonstrate its application to a large sample of software releases. Our methodology is based upon directed network graphs, which allows us to...  View Details
Keywords: Architecture; Modularity; Dominant Designs; Complexity; Product Design; Software
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  • 2013
  • Working Paper

Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?
By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact...  View Details
Keywords: Customer Engagement; Adoption Routes; Hidden Markov Models; Search; Word-of-Mouth; Digital Media; Customer Relationship Management; Search Technology; Mathematical Methods; Consumer Behavior; Entrepreneurship; Marketing Reference Programs; Web Services Industry
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  • July–August 2013
  • Article

A Joint Model of Usage and Churn in Contractual Settings
By: Eva Ascarza and Bruce G.S. Hardie
As firms become more customer-centric, concepts such as customer equity come to the fore. Any serious attempt to quantify customer equity requires modeling techniques that can provide accurate multiperiod forecasts of customer behavior. Although a number of researchers...  View Details
Keywords: Churn; Retention; Contractual Settings; Access Services; Hidden Markov Models; RFM; Latent Variable Models; Customer Value and Value Chain; Consumer Behavior
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  • 2014
  • Working Paper

Hidden Structure: Using Network Methods to Map System Architecture
By: Carliss Baldwin, Alan MacCormack and John Rusnak
In this paper, we describe an operational methodology for characterising the architecture of complex technical systems and demonstrate its application to a large sample of software releases. Our methodology is based upon directed network graphs, which allows us to...  View Details
Keywords: Complexity; Software; Product Design
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  • 2010
  • Working Paper

Integrity: A Positive Model That Incorporates the Normative Phenomena of Morality, Ethics, and Legality Abridged
By: Werner H. Erhard, Michael C. Jensen and Steve Zaffron
We present a positive model of integrity that, as we distinguish and define integrity, provides powerful access to increased performance for individuals, groups, organizations, and societies. Our model reveals the causal link between integrity and increased...  View Details
Keywords: Trust; Performance Productivity; Technology; Knowledge; Moral Sensibility; Opportunities; Competitive Advantage; Legal Liability; Cost vs Benefits
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  • 2010
  • Working Paper

Beyond Agency Theory: The Hidden and Heretofore Inaccessible Power of Integrity (PDF file of Keynote Slides)
By: Michael C. Jensen and Werner Erhard

There is far too much concern today about the conflicts of interest between people; for example, conflicts of interest between agents and owners—historically a favorite topic of Jensen—and not enough attention paid to the damage caused by an individual's conflict of...  View Details

Keywords: Moral Sensibility; Lawfulness; Production; Organizations; Performance Improvement; Agency Theory; Conflict of Interests; Trust; Competitive Advantage; Value Creation
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