The Experts below are selected from a list of 46737 Experts worldwide ranked by ideXlab platform
Serguei Netessine - One of the best experts on this subject based on the ideXlab platform.
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philanthropic campaigns and Customer Behavior field experiments on an online taxi booking platform
Management Science, 2017Co-Authors: Jasjit Singh, Nina Teng, Serguei NetessineAbstract:Firms commonly undertake philanthropic campaigns as a means of attracting and retaining Customers. Such campaigns often take the form of charity-linked promotions, whereby a firm donates a specific amount to a charitable cause when a Customer takes up the promotion through a related purchase. We carried out three field experiments to study such promotions in the context of an online taxi-booking platform. Customers were randomly assigned to different treatment groups, which received either a charity-linked or a discount-based promotion from a range of monetary amounts. Take-up rates for charity-linked promotions were not only much smaller than for discount-based promotions but also less sensitive to the exact amount involved, consistent with a view that the decision to take up a charity-linked promotion was driven in part by a “warm glow” from mere association with giving. We also find a selection effect in promotion take-up: charity-linked promotions were disproportionately taken up by people who had alr...
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philanthropic campaigns and Customer Behavior field experiments on an online taxi booking platform
Social Science Research Network, 2017Co-Authors: Jasjit Singh, Nina Teng, Serguei NetessineAbstract:Companies commonly use philanthropic campaigns to attract and retain Customers. Such campaigns often take the form of charity-linked promotions, where a company donates money to a cause when a Customer makes a purchase. However, Customer-related effects of such promotions remain under-studied, an issue this study investigates using field experiments in an online taxi booking company.Customers were randomly assigned to receive either a charity-linked or discount-based promotion. Take-up rates for charity-linked promotions were smaller than for discount-based promotions, and also less sensitive to the monetary amount. This is consistent with Customer decisions being driven by a “warm glow” of giving and not just their extent of social impact.Although promotion take-up did represent new bookings rather than substitution of non-promotional bookings, there is little evidence of an increase in subsequent purchase frequency.This result raises questions regarding the common practice of online platforms devoting significant investor funds for short-term promotions.
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An Information Stock Model of Customer Behavior in Multichannel Customer Support Services
SSRN, 2012Co-Authors: Kinshuk Jerath, Anuj Kumar, Serguei NetessineAbstract:We develop a model to understand and predict Customers’ observed multichannel Behavior in a Customer support setting. Using individual-level data from a US-based health insurance firm, we model a Customer's query frequency and choice of using the telephone or web channel for resolving queries as a stochastic function of her latent “information stock.” The information stock is a function of the Customer’s “information needs” (which arise when Customers file health insurance claims) and “information gains” (which Customers obtain when they resolve their queries through the telephone and web support channels), and other factors such as seasonal effects (for instance, queries that arise at the time of annual contract renewal). We find that: average information gain from a telephone call is twice as much as that from visiting the web portal; Customers prefer the telephone channel for health event-related information but prefer the web portal for structured seasonal information; and Customers are polarized in their propensities of using the web channel and can be broadly classified into “web avoiders” and “web seekers.” Our model provides superior in-sample and out-of-sample fit than multiple benchmark models for aggregate and individual-level Customer activity, and has several managerial uses, such as capacity planning.
Achal Bassamboo - One of the best experts on this subject based on the ideXlab platform.
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how do delay announcements shape Customer Behavior an empirical study
Management Science, 2017Co-Authors: Gad Allon, Achal BassambooAbstract:In this paper, we explore the impact of delay announcements using an empirical approach by analyzing the data from a medium-sized call center. We first explore the question of whether delay announcements impact Customers’ Behavior using a nonparametric approach. The answer to this question appears to be ambiguous. We thus turn to investigate the fundamental mechanism by which delay announcements impact Customer Behavior, by constructing a dynamic structural model. In contrast to the implicit assumption made in the literature that announcements do not directly impact Customers’ waiting costs, our key insights show that delay announcements not only impact Customers’ beliefs about the system but also directly impact Customers’ waiting costs. In particular, Customers’ per-unit waiting cost decreases with the offered waiting times associated with the announcements. The results of our counterfactual analysis show that it may not be necessary to provide announcements with very fine granularity. This paper was ac...
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how do delay announcements shape Customer Behavior an empirical study
Social Science Research Network, 2014Co-Authors: Gad Allon, Achal BassambooAbstract:In this paper, we explore the impact of delay announcements using an empirical approach by analyzing the data from a medium-sized call center. We first explore the question of whether delay announcements impact Customers' Behavior using a nonparametric approach. The answer to this question appears to be ambiguous. We thus turn to investigate the fundamental mechanism by which delay announcements impact Customer Behavior, by constructing a dynamic structural model. In contrast to the implicit assumption made in the literature that announcements do not directly impact Customers' waiting costs, our key insights show that delay announcements not only impact Customers' beliefs about the system, but also directly impact Customers' waiting costs. In particular, Customers' per unit waiting cost decreases with the offered waiting times associated with the announcements. The results of our counterfactual analysis show that it may not be necessary to provide announcements with very fine granularity.
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buying from the babbling retailer the impact of availability information on Customer Behavior
Management Science, 2011Co-Authors: Gad Allon, Achal BassambooAbstract:Provision of real-time information by a firm to its Customers has become prevalent in recent years in both the service and retail sectors. In this paper, we study a retail operations model where Customers are strategic in both their actions and in the way they interpret information, whereas the retailer is strategic in the way it provides information. This paper focuses on the ability (or the lack thereof) to communicate unverifiable information and influence Customers' actions. We develop a game-theoretic framework to study this type of communication and discuss the equilibrium language emerging between the retailer and its Customers. We show that for a single retailer and homogeneous Customer population setting, the equilibrium language that emerges carries no information. In this sense, a single retailer providing information on its own cannot create any credibility with the Customers. We study how the results are impacted due to the heterogeneity of the Customers. We provide conditions under which the firm may be able to influence the Customer Behavior. In particular, we show that the Customers' willingness to pay and willingness to wait cannot be ranked in an opposite manner. However, even when the firm can influence each Customer class separately, the effective demand is not impacted. This paper was accepted by Yossi Aviv, operations management.
Nina Teng - One of the best experts on this subject based on the ideXlab platform.
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philanthropic campaigns and Customer Behavior field experiments on an online taxi booking platform
Management Science, 2017Co-Authors: Jasjit Singh, Nina Teng, Serguei NetessineAbstract:Firms commonly undertake philanthropic campaigns as a means of attracting and retaining Customers. Such campaigns often take the form of charity-linked promotions, whereby a firm donates a specific amount to a charitable cause when a Customer takes up the promotion through a related purchase. We carried out three field experiments to study such promotions in the context of an online taxi-booking platform. Customers were randomly assigned to different treatment groups, which received either a charity-linked or a discount-based promotion from a range of monetary amounts. Take-up rates for charity-linked promotions were not only much smaller than for discount-based promotions but also less sensitive to the exact amount involved, consistent with a view that the decision to take up a charity-linked promotion was driven in part by a “warm glow” from mere association with giving. We also find a selection effect in promotion take-up: charity-linked promotions were disproportionately taken up by people who had alr...
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philanthropic campaigns and Customer Behavior field experiments on an online taxi booking platform
Social Science Research Network, 2017Co-Authors: Jasjit Singh, Nina Teng, Serguei NetessineAbstract:Companies commonly use philanthropic campaigns to attract and retain Customers. Such campaigns often take the form of charity-linked promotions, where a company donates money to a cause when a Customer makes a purchase. However, Customer-related effects of such promotions remain under-studied, an issue this study investigates using field experiments in an online taxi booking company.Customers were randomly assigned to receive either a charity-linked or discount-based promotion. Take-up rates for charity-linked promotions were smaller than for discount-based promotions, and also less sensitive to the monetary amount. This is consistent with Customer decisions being driven by a “warm glow” of giving and not just their extent of social impact.Although promotion take-up did represent new bookings rather than substitution of non-promotional bookings, there is little evidence of an increase in subsequent purchase frequency.This result raises questions regarding the common practice of online platforms devoting significant investor funds for short-term promotions.
Jasjit Singh - One of the best experts on this subject based on the ideXlab platform.
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philanthropic campaigns and Customer Behavior field experiments on an online taxi booking platform
Management Science, 2017Co-Authors: Jasjit Singh, Nina Teng, Serguei NetessineAbstract:Firms commonly undertake philanthropic campaigns as a means of attracting and retaining Customers. Such campaigns often take the form of charity-linked promotions, whereby a firm donates a specific amount to a charitable cause when a Customer takes up the promotion through a related purchase. We carried out three field experiments to study such promotions in the context of an online taxi-booking platform. Customers were randomly assigned to different treatment groups, which received either a charity-linked or a discount-based promotion from a range of monetary amounts. Take-up rates for charity-linked promotions were not only much smaller than for discount-based promotions but also less sensitive to the exact amount involved, consistent with a view that the decision to take up a charity-linked promotion was driven in part by a “warm glow” from mere association with giving. We also find a selection effect in promotion take-up: charity-linked promotions were disproportionately taken up by people who had alr...
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philanthropic campaigns and Customer Behavior field experiments on an online taxi booking platform
Social Science Research Network, 2017Co-Authors: Jasjit Singh, Nina Teng, Serguei NetessineAbstract:Companies commonly use philanthropic campaigns to attract and retain Customers. Such campaigns often take the form of charity-linked promotions, where a company donates money to a cause when a Customer makes a purchase. However, Customer-related effects of such promotions remain under-studied, an issue this study investigates using field experiments in an online taxi booking company.Customers were randomly assigned to receive either a charity-linked or discount-based promotion. Take-up rates for charity-linked promotions were smaller than for discount-based promotions, and also less sensitive to the monetary amount. This is consistent with Customer decisions being driven by a “warm glow” of giving and not just their extent of social impact.Although promotion take-up did represent new bookings rather than substitution of non-promotional bookings, there is little evidence of an increase in subsequent purchase frequency.This result raises questions regarding the common practice of online platforms devoting significant investor funds for short-term promotions.
Fuqiang Zhang - One of the best experts on this subject based on the ideXlab platform.
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strategic Customer Behavior commitment and supply chain performance
Management Science, 2008Co-Authors: Fuqiang ZhangAbstract:This paper studies the impact of strategic Customer Behavior on supply chain performance. We start with a newsvendor seller facing forward-looking Customers. The seller initially charges a regular price but may salvage the leftover inventory at a lower salvage price after random demand is realized. Customers anticipate future sales and choose purchase timing to maximize their expected surplus. We characterize the rational expectations equilibrium, where we find that the seller's stocking level is lower than that in the classic model without strategic Customers. We show that the seller's profit can be improved by promising either that quantities available will be limited (quantity commitment) or that prices will be kept high (price commitment). In most cases, both forms of commitment are not credible in a centralized supply chain with a single seller. However, decentralized supply chains can use contractual arrangements as indirect commitment devices to attain the desired outcomes with commitment. Decentra...
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strategic Customer Behavior commitment and supply chain performance
Social Science Research Network, 2007Co-Authors: Fuqiang ZhangAbstract:This paper studies the impact of strategic Customer Behavior on supply chain performance. We start with a newsvendor seller facing forward-looking Customers. The seller initially charges a regular price but may salvage the leftover inventory at a lower salvage price after random demand is realized. Customers anticipate future sales and choose purchase timing to maximize their expected surplus. We characterize the rational expectations (RE) equilibrium, where we find that the seller's stocking level is lower than that in the classic model without strategic Customers. We show that the seller's profit can be improved by promising that: either quantities available will be limited (quantity commitment) or prices will be kept high (price commitment). In most cases, both forms of commitment are not credible in a centralized supply chain with a single seller. However, decentralized supply chains can use contractual arrangements as indirect commitment devices to attain the desired outcomes with commitment. While decentralization has generally been associated with coordination problems, we present the contrasting view that disparate interests within a supply chain can actually improve overall supply chain performance. In particular, with strategic Customer Behavior, we find that: (i) a decentralized supply chain with a wholesale price contract may perform strictly better than a centralized supply chain; (ii) contracts widely studied in the supply chain coordination literature (e.g., markdown money, sales rebates, and buyback contracts) can serve as a commitment device as well as an incentive-coordinating device; and (iii) some of the above contracts cannot allocate profits arbitrarily between supply chain members due to strategic Customer Behavior.
