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Publications

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  • All HBS Web  (126)
    • Faculty Publications  (11)

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    • All HBS Web  (126)
      • Faculty Publications  (11)

      Hidden Markov Models Remove Hidden Markov Models →

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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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      Bernstein, Shai, William R. Kerr, Christopher Stanton, and Mel Martin. "Chime Solutions." Harvard Business School Case 821-105, March 2021.
      • 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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      Zhang, Shunyuan, Param Singh, and Anindya Ghose. "A Structural Analysis of the Role of Superstars in Crowdsourcing Contests." Information Systems Research 30, no. 1 (March 2019): 15–33.
      • 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; Internet and the Web; Analytics and Data Science
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      Lee, Clarence, Elie Ofek, and Thomas Steenburgh. "Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged." Management Science 64, no. 6 (June 2018): 2473–2495. (Lead Article.)
      • 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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      Ascarza, Eva, Oded Netzer, and Bruce G.S. Hardie. "Some Customers Would Rather Leave Without Saying Goodbye." Marketing Science 37, no. 1 (January–February 2018): 54–77.
      • 2015
      • Chapter

      Optimal Process Control of Symbolic Transfer Functions

      By: Christopher Griffin and Elisabeth Paulson
      Transfer function modeling is a standard technique in classical Linear Time Invariant and Statistical Process Control. The work of Box and Jenkins was seminal in developing methods for identifying parameters associated with classical (r, s, k) transfer functions....  View Details
      Keywords: Transfer Functions; Markov Processes; Stochastic Models; Process Control; Research; Information Technology
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      Griffin, Christopher, and Elisabeth Paulson. "Optimal Process Control of Symbolic Transfer Functions." In Proceedings of the 10th International Workshop on Feedback Computing. IEEE, 2015.
      • 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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      Baldwin, Carliss Y., Alan MacCormack, and John Rusnak. "Hidden Structure: Using Network Methods to Map System Architecture." Research Policy 43, no. 8 (October 2014): 1381–1397.
      • 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; Internet and the Web; Mathematical Methods; Consumer Behavior; Entrepreneurship; Marketing Reference Programs; Web Services Industry
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      Lee, Clarence, E. Ofek, and Thomas Steenburgh. "Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?" Working Paper, 2013. (Revise and Resubmit at Management Science.)
      • 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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      Ascarza, Eva, and Bruce G.S. Hardie. "A Joint Model of Usage and Churn in Contractual Settings." Marketing Science 32, no. 4 (July–August 2013): 570–590.
      • 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; Applications and Software; Product Design
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      Baldwin, Carliss, Alan MacCormack, and John Rusnak. "Hidden Structure: Using Network Methods to Map System Architecture." Harvard Business School Working Paper, No. 13-093, May 2013. (Revised April 2014.)
      • 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; Information Technology; Knowledge; Moral Sensibility; Opportunities; Competitive Advantage; Legal Liability; Cost vs Benefits
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      Erhard, Werner H., Michael C. Jensen, and Steve Zaffron. "Integrity: A Positive Model That Incorporates the Normative Phenomena of Morality, Ethics, and Legality Abridged." Harvard Business School Working Paper, No. 10-061, February 2010.
      • 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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      Jensen, Michael C., and Werner Erhard. "Beyond Agency Theory: The Hidden and Heretofore Inaccessible Power of Integrity (PDF file of Keynote Slides)." Harvard Business School Working Paper, No. 10-068, February 2010.
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