Evidence shows that marketers can direct consumers' limited attention to specific product attributes by making them “prominent”. This research asks: How should firms decide which attribute to make prominent in competitive environments? A key feature of this setting is that consumers'...

Many Customer Service Organizations (CSOs) reflect a tiered, or multi-level, organizational structure, which we argue imposes hassle costs for dissatisfied customers seeking high levels of redress. The tiered structure specifies that first-level CSO agents (e.g. call center operators) be...

Despite a 20-year trend toward integrated marketing communications, advertisers seldom coordinate television and search advertising campaigns. We find that television advertising for financial services brands increases both the number of related Google searches and searchers’ tendency to use...

Many two-sided matching platforms, such as those for lodging, labor, and ridesharing, use a review system to monitor service providers, where dissatisfied customers can complain about their service experience. Using comprehensive datasets from a large ridesharing platform, this paper explores...

Online wellness and fitness platforms are increasingly utilizing social support in their wellness programs to motivate healthy activities and improve user engagement. However, many wellness programs suffer from high churn rates that discount their expected efficacy. This introduces negative...