Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm’s cost of interacting with customers through web based channel is an order of magnitude cheaper than the assisted channels like telephony....

Firms are investing millions to deploy web based self-services at their call centers primarily to reduce operating costs. The rationale is that the firm’s cost of interacting with customers through web based channel is an order of magnitude cheaper than the assisted channels like telephony....

We analyze whether widespread online access to school-performance information affected economic and social segregation in America. We leverage the staged rollout of GreatSchools.org school ratings from 2006--2015 to answer this question. Across a range of outcomes and specifications, we find...

We study the impact of electronic markets on small, boutique firms selling presence goods or services – goods or services which must be consumed at the selling firm's location. These firms have recently begun to compete on electronic markets by selling goods and services through local daily...

Online recommendation systems recommend products with widely different prices than that of their focal products. While conventional wisdom suggests that consumers may prefer lower priced recommendations, prior literature also indicates that consumers may not accept such products if their prices...