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  • 2023
  • Working Paper

Operational Consequences of Customer Interaction Design: Evidence From Last-Mile Delivery Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Problem definition: Communication and customer interaction design have been used as elements to improve customer satisfaction and future purchasing behavior, but little is known about how they can be used as levers to improve operational...  View Details
Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication
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  • March–April 2023
  • Article

Market Segmentation Trees
By: Ali Aouad, Adam Elmachtoub, Kris J. Ferreira and Ryan McNellis
Problem definition: We seek to provide an interpretable framework for segmenting users in a population for personalized decision making. Methodology/results: We propose a general methodology, market segmentation trees (MSTs), for learning market...  View Details
Keywords: Decision Trees; Computational Advertising; Market Segmentation; Analytics and Data Science; E-commerce; Consumer Behavior; Marketplace Matching; Marketing Channels; Digital Marketing
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  • December 2022
  • Article

The Task Bind: Explaining Gender Differences in Managerial Tasks and Performance
By: Alexandra C. Feldberg
This multi-method study of managers in a grocery chain identifies a novel mechanism by which threats of gender stereotypes undermine women’s ability to be effective managers. I find that women managers face a task bind, a dilemma that managers experience as they try to...  View Details
Keywords: Gender Stereotypes; Gender; Managerial Roles; Performance Expectations
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  • November 2021
  • Article

Ratings, Reviews, and the Marketing of New Products
By: Itay P. Fainmesser, Dominique Olié Lauga and Elie Ofek
We study how user-generated content (UGC) about new products impacts a firm's advertising and pricing decisions and the effect on profits and market dynamics. We construct a two-period model where consumers value quality and are heterogeneous in their taste for the new...  View Details
Keywords: Online Reviews; Product Ratings; Social Networks; Word Of Mouth; Pricing; User-generated Content; Advertising; Product Marketing; Price; Consumer Behavior; Product Positioning; Social Media
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  • Article

Behavioral and Neural Representations en route to Intuitive Action Understanding
By: Leyla Tarhan, Julian De Freitas and Talia Konkle
When we observe another person’s actions, we process many kinds of information—from how their body moves to the intention behind their movements. What kinds of information underlie our intuitive understanding about how similar actions are to each other? To address this...  View Details
Keywords: Action Perception; Intuitive Similarity; Multi-arrangement; fMRI; Representational Similarity Analysis; Behavior; Perception
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  • July–August 2021
  • Article

Surfacing the Submerged State: Operational Transparency Increases Trust in and Engagement with Government
By: Ryan W. Buell, Ethan Porter and Michael I. Norton
Problem definition: As trust in government reaches historic lows, frustration with government performance approaches record highs. Academic/practical relevance: We propose that in co-productive settings like government services, peoples’ trust and...  View Details
Keywords: Government Services; Behavioral Operations; Operational Transparency; Government Administration; Service Operations; Programs; Perception; Attitudes; Behavior; Trust
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  • Summer 2021
  • Article

The World Management Survey at 18: lessons and the way forward
By: Daniela Scur, Raffaella Sadun, John Van Reenen, Renata Lemos and Nicholas Bloom
Understanding how differences in management ‘best practices’ affect organizational outcomes has been a focus of both theoretical and empirical work in the fields of management, sociology, economics, and public policy. The World Management Survey (WMS) project was born...  View Details
Keywords: Firm Objectives, Organization, And Behavior; Business Economics; Choice Of Technology; Management Of Technological Innovation And R＆D; Technological Change: Choices And Consequences; Management Practices and Processes
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  • June 2021
  • Article

Deals in the Time of Pandemic
By: Guhan Subramanian and Caley Petrucci
The COVID-19 pandemic has brought new attention to the period between signing and closing in M&A transactions. Transactional planners heavily negotiate the provisions that govern the behavior of the parties during this window, not only to allocate risk between the...  View Details
Keywords: Takeovers; COVID-19; Material Adverse Effect; Mergers and Acquisitions; Health Pandemics
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  • 2021
  • Article

Consumer Disclosure
By: Tami Kim, Kate Barasz and Leslie John
As technological advances enable consumers to share more information in unprecedented ways, today’s disclosure takes on a variety of new forms, triggering a paradigm shift in what “disclosure” entails. This review introduces two factors to conceptualize consumer...  View Details
Keywords: Disclosure; Passive Disclosure; Information; Internet and the Web; Consumer Behavior; Situation or Environment
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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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  • 2021
  • Working Paper

Shared Service Delivery Can Increase Client Engagement: A Study of Shared Medical Appointments
By: Ryan W. Buell, Kamalini Ramdas, Nazlı Sönmez, Kavitha Srinivasan and Rengaraj Venkatesh
Problem Definition: Clients and service providers alike often consider one-on-one service delivery to be ideal, assuming—perhaps unquestioningly—that devoting individualized attention best improves client outcomes. In contrast, in shared service delivery,...  View Details
Keywords: Customer Engagement; Shared Service Delivery; Shared Medical Appointments; Healthcare Operations; Client Engagements; Behavioral Operations; Service Delivery; Health Care and Treatment; Service Operations; Customers; Behavior
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  • March 2020
  • Article

Governance Through Shame and Aspiration: Index Creation and Corporate Behavior
By: Akash Chattopadhyay, Matthew D. Shaffer and Charles C.Y. Wang
After decades of deprioritizing shareholders' economic interests and low corporate profitability, Japan introduced the JPX-Nikkei400 in 2014. The index highlighted the country's "best-run" companies by annually selecting the 400 most profitable of its large and liquid...  View Details
Keywords: JPX-Nikkei 400 Index; Status Incentives; Return On Equity; Capital Efficiency; Social Norms; Index Inclusion; Reputation Incentives; Motivation and Incentives; Corporate Governance; Behavior; Investment Return; Status and Position; Japan
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  • December 2019
  • Article

Patent Trolls: Evidence from Targeted Firms
By: Lauren Cohen, Umit Gurun and Scott Duke Kominers
We provide the first large-sample evidence on the behavior and impact of nonpracticing entities (NPEs) in the intellectual-property space. We find that, on average, NPEs appear to behave as opportunistic “patent trolls.” NPEs sue cash-rich firms and target cash in...  View Details
Keywords: Patent Trolls; Innovation; Patents; Lawsuits and Litigation; Ethics; Innovation and Invention
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  • September 2019 (Revised December 2022)
  • Case

Cooking Down a Storm: Changing Culture at Pasta Serafina (A)
By: Susanna Gallani, Francesca Gino and Raffaella Sadun
Plant management at Pasta Serafina, a pasta producer in the south of Italy, is struggling to contain employee absenteeism. While the misbehavior is concentrated in a minority of the workers, its effects impact not only the plant’s performance, but also the climate and...  View Details
Keywords: Absenteeism; Moral Hazard; Employees; Behavior; Problems and Challenges; Organizational Culture; Organizational Change and Adaptation; Employee Relationship Management; Performance Productivity; Decision Making
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  • March–April 2019
  • Article

The Future of Leadership Development
By: Das Narayandas and Mihnea Moldoveanu
The need for leadership development has never been more urgent. Companies of all sorts realize that to survive in today’s volatile, uncertain, complex, and ambiguous environment, they need different leadership skills and organizational capabilities from those that...  View Details
Keywords: Talent Management; Executive Education; Leadership Development; Business Education; Management Skills; Learning; Online Technology
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  • September–October 2018
  • Article

Online MAP Enforcement: Evidence from a Quasi-Experiment
By: Ayelet Israeli
This paper investigates a manufacturer’s ability to influence compliance rates among its authorized online retailers by exploiting changes in the Minimum Advertised Price (MAP) policy and in dealer agreements. MAP is a pricing policy widely used by manufacturers to...  View Details
Keywords: Pricing Policies; Pricing; Channel Management; Legal Aspects Of Business; Retail; Price; Policy; Governance Compliance; Distribution Channels; Management; Retail Industry
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  • September 2018 (Revised November 2018)
  • Case

Careem: Base Camp or Mountain Peak? Designing an OS for Scaling
By: Shikhar Ghosh, Gamze Yucaoglu and Alpana Thapar
This case focuses on designing a fast growing organization. It is part of a two-case set that is taught together to cover the scaling journey.
Careem, a Dubai-based ride-hailing service aimed to ‘simplify and improve the lives of people, and build an awesome...  View Details
Keywords: Scale; Values; Rights; Operating Systems; Business Startup; Transportation; Organizational Design; Entrepreneurship; Information Technology; Organizational Culture; Values and Beliefs; Decision Making; Managerial Roles; Dubai; United Arab Emirates; Middle East
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  • 2018
  • Working Paper

Opportunistic Returns and Dynamic Pricing: Empirical Evidence from Online Retailing in Emerging Markets
By: Chaithanya Bandi, Antonio Moreno, Donald Ngwe and Zhiji Xu
We investigate how dynamic pricing can lead to more product returns in the online retail industry. Using detailed sales data of more than two million transactions from the Indian online retail market, where price promotions are very common, we document two types of...  View Details
Keywords: Cash On Delivery; Dynamic Pricing; Online Retail; Payment Methods; Strategic Customer Behavior; Opportunistic Returns; Price; Policy; Consumer Behavior; Emerging Markets; Retail Industry
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  • October 2017
  • Article

'Be Careless with That!' Availability of Product Upgrades Increases Cavalier Behavior Toward Possessions
By: Silvia Bellezza, Joshua M. Ackerman and Francesca Gino
Consumers are often faced with the opportunity to purchase a new, enhanced product, such as a new phone, even though the product they currently own is still fully functional. We propose that consumers act more recklessly with their current products when in the presence...  View Details
Keywords: Carelessness; Product Upgrade; Ownership; Justification; Consumer Behavior; Attitudes; Property
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  • August 2017
  • Article

Teaching Versus Living: Managerial Decision Making in the Gray
By: Eugene F. Soltes
Preparing students for the consequential ethical decisions that they will face in their careers is among the most difficult tasks of management education. I describe some of these challenges based on my book Why They Do It: Inside the Mind of the White-Collar...  View Details
Keywords: Ethics; Organizational Culture; Business Education
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