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- 07 Sep 2020
- Research & Ideas
How to Help Small Businesses Survive COVID's Next Phase
For small businesses that have survived the coronavirus so far, what's next? Karen Mills outlines steps that business owners and government should take immediately. Open for comment; Comment(s) posted.
- 28 Jul 2020
- Research & Ideas
Racism and Digital Design: How Online Platforms Can Thwart Discrimination
Poor design decisions contribute to racial discrimination on many online platforms. Michael Luca and colleagues offer tips for reducing the risk, used by Airbnb and other companies. Open for comment; Comment(s) posted.
- 21 Jul 2020
- Cold Call Podcast
Starbucks Commits to Raising Awareness of Racial Bias
After a highly publicized act of racial discrimination by a Starbucks employee the company revised store policies and employee training practices. Francesca Gino and Katherine Coffman discuss unconscious bias in corporate culture. Open for comment; Comment(s) posted.
- 06 Jul 2020
- Research & Ideas
The Right Way to Manage Customer Churn for Maximum Profit
Many companies actively manage customer churn but aren't seeking out the best customers to retain, warns Sunil Gupta. Open for comment; Comment(s) posted.
- 16 Jun 2020
- Research & Ideas
Your Customers Have Changed. Here's How to Engage Them Again.
The coronavirus makes your customers less able and less willing to spend than before. How should you re-engage with them? Advice from Rohit Deshpandé and colleagues. Open for comment; Comment(s) posted.
- 25 May 2020
- Research & Ideas
Has Occupational Licensing Outlived Its Usefulness?
A recent study shows that consumers do not value occupational licensing of their contractors or the higher prices they charge. Research by Chiara Farronato. Open for comment; Comment(s) posted.
- 20 Mar 2020
- Research & Ideas
How Small Businesses Can Survive the Coronavirus Outbreak
COVID-19 will put many small businesses on life support. Karen G. Mills, who has been advising policymakers on aid options, offers guidance to owners on the brink of ruin. Open for comment; Comment(s) posted.
- 06 Mar 2020
- Working Paper Summaries
Consumer Protection in an Online World: An Analysis of Occupational Licensing
This paper uses new data collected by a digital platform to study the role of occupational licensing laws on individual choices and market outcomes. Results suggest that more stringent licensing laws restrict competition but do not lead to improvements in customer satisfaction.
- 09 Dec 2019
- Research & Ideas
Identify Great Customers from Their First Purchase
Using data from their very first transaction, companies can identify shoppers who will create the best long-term value, says Eva Ascarza. Open for comment; Comment(s) posted.
- 02 Sep 2019
- What Do You Think?
Are Overlooked Forces Shielding the US from Severe Economic Downturns?
SUMMING UP: Many of Jame's Heskett's readers believe that one factor more than any other could kills expansion of the United States economy: actions by the Federal Reserve. Open for comment; Comment(s) posted.
- 11 Jul 2019
- Sharpening Your Skills
Deconstructing 'Customer Experience'
Providing great customer service is no longer the responsibility of just one department. Today it's called "customer experience," and everyone in the company is responsible for exceeding expectations. Open for comment; Comment(s) posted.
- 13 May 2019
- Research & Ideas
The Unexpected Way Whistleblowers Reduce Government Fraud
Even unfounded allegations by whistleblowers can force government contractors to renegotiate their terms, say Jonas Heese and Gerardo Perez Cavazos. Open for comment; Comment(s) posted.
- 15 Apr 2019
- Research & Ideas
Infographic: Can I Please Speak to an Actual Person?
Customers still want the option to access human help in automated service—even if they don't use it, says research by Michelle A. Shell and Ryan W. Buell. Open for comment; Comment(s) posted.
- 02 Apr 2019
- Research Event
Women Pay a Higher Career Price in Today's Always-On Work Culture
In industries that prize overwork, both men and women pay the price of missed time with family. But the career damage is more severe for women, says Robin Ely. Open for comment; Comment(s) posted.
- 25 Mar 2019
- Research & Ideas
The Secret Life of Supply Chains
While US policymakers and politicians focus on reviving the manufacturing sector, Mercedes Delgado and Karen Mills unearth a source of better jobs hidden in plain sight. Call it the supply chain economy. Open for comment; Comment(s) posted.
- 18 Feb 2019
- Book
What’s Really Disrupting Business? It’s Not Technology
Technology doesn't drive disruption—customers do. In a new book, marketing professor Thales Teixeira argues that successful disruptors are faster to spot and serve emerging customer needs than larger competitors. Open for comment; Comment(s) posted.
- 23 Oct 2018
- Working Paper Summaries
Opportunistic Returns and Dynamic Pricing: Empirical Evidence from Online Retailing in Emerging Markets
Dynamic pricing is widely applied in industries like airline ticketing, ride-sharing, and online retailing. This paper identifies two downsides of dynamic pricing: opportunistic returns and strategic choice of payment method. The impact can be significant and has implications for managers and researchers.
- 01 Oct 2018
- Book
Is the US Losing its Ability to Attract Highly Skilled Migrant Workers?
As debates sharpen on the benefits and drawbacks of migrant labor, William R. Kerr's new book explores why global talent flows matter to national economic development and security. Book excerpt and author interview. Open for comment; Comment(s) posted.
- 25 Jun 2018
- Research & Ideas
In America, Immigrants Really Do Get the Job Done
Far from being a drain on the US economy, William Kerr’s research finds immigrants are a driver of innovation and entrepreneurship. Open for comment; Comment(s) posted.
Is Antitrust Just a Quaint Notion in the Digital Age?
Given the US Department of Justice's new antitrust complaint against Google, is it time to revisit what defines a market monopoly in the internet era? asks James Heskett. Open for comment; Comment(s) posted.