The rise of social media technology has led to new customer relationship management tools that engage customers more easily and directly (social customer relationship management, SCRM). However, the usefulness of SCRM is contingent upon a successful adoption by an organization. Various...

The rise of social media technology has led to new customer relationship management tools that engage customers more easily and directly (social customer relationship management, SCRM). However, the usefulness of SCRM is contingent upon a successful adoption by an organization. Various...

We develop a principal/agent model for matching agents in two-sided assignments. A principal has preferences over all agents' assignments, and agents have privately-known preferences about their own match (but are indifferent about others'). Unhappy agents can quit, but the principal can stop...

We study the design of managerial practices for matching workers to divisions. Our methods use both sides' preferences to match with each other, and on the employer's expectations about resulting productivities. Our model derives boundary conditions for when dictating assignments outperforms...

A principal often needs to match agents to perform coordinated tasks, but agents can quit or slack off if they dislike their match. We study two prevalent approaches for matching within organizations: Centralized assignment by firm leaders and self-organization through market-like mechanisms. We...