This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...

Drawing on context-emergent turnover theory, we empirically investigate the relationship between changes in collective turnover rates and unit performance and the moderating roles of the quality and quantity of departed, remaining, and newly hired employees, turnover dispersion, and pay...

Department: Business.

A key benefit of using car sharing services (relative to car ownership) is that they are more cost effective. Car sharing firms offer a menu of pricing plans to make this happen. The two most common plans are flat-rate and pay-per-use pricing. However, little is known about how consumers choose...

We quantify the impact of social interactions and peer effects in the context of prescription choices by physicians. Using detailed individual-level prescription data, along with self-reported social network information, we document that physician prescription behavior is significantly...

Gambling and gaming has evolved to becoming a very large and pervasive industry in the United States over the last three decades, with over $73 billion in revenues and 33% adult participation. The nature of this industry and its rapid growth has led to a lot of debate about its benefits and...

The advent of digitization has allowed firms to collect high-frequency data - subjective and objective - to monitor their service performance. This paper proposes a methodological framework to help firms understand the value of collecting these data. We apply the framework to novel...

Influencer marketing is being used increasingly as a tool to reach customers because of the growing popularity of social media stars who primarily reach their audience(s) via custom videos. Despite the rapid growth in influencer marketing, there has been little research on the design and...

The common belief about the growing medium of livestreaming is that its value lies in its "live" component. In this paper, we leverage data from a large livestreaming platform to examine this belief. We are able to do this as this platform also allows viewers to purchase the recorded version of...

We develop a model of dynamic advertising and apply it to the problem of optimal advertising scheduling through time. In many industries we observe advertising pulsing, whereby firms systematically switch advertising on and off at a high-frequency. The previous literature has explained such...