This paper studies how service providers can design social interaction among participants and quantify the causal impact of that interaction on service quality. We focus on education and analyze whether encouraging social interaction among students improves learning outcomes in Massive Open...

Many online retailers provide real-time inventory availability information. Customers can learn from the inventory level and update their beliefs about product quality. Thus, consumer purchasing behavior may be impacted by the availability information. Based on a unique setting from Amazon...

Conventional optimization algorithms that prescribe order packing instructions (which items to pack in which sequence in which box) focus on box volume utilization yet tend to overlook human behavioral deviations. We observe that packing workers at the warehouses of Alibaba Group deviate from...

Recent research has found widespread discrimination by hosts against guests of certain races in online marketplaces. In this paper, we explore ways to reduce such discrimination using online reputation systems. We conduct four randomized field experiments among 1,801 hosts on Airbnb by creating...

We explore whether customers are loss averse in time and how delay information may impact such reference-dependent behavior using observational and field-experiment data from two call centers of an Israeli bank. We consider settings with no announcements and announcements of different accuracy...