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作者：Golden, Joseph; Horton, John Joseph
作者单位：Massachusetts Institute of Technology (MIT); National Bureau of Economic Research
摘要：We report the results of an experiment in which a company, Firm Vary, temporarily suspended its sponsored search advertising campaign on Google in randomly selected advertising markets in the United States. By shutting off its ads, Firm Vary lost customers, but only 63% as many as a nonexperimental estimate would have suggested. Following the experiment, Firm Vary merged with its closest competitor, Firm Fixed. Using combined data from both companies, the experiment revealed that spillover eff...
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作者：Huang, Guofang; Sudhir, K.
作者单位：Purdue University System; Purdue University; Yale University
摘要：We propose an instrumental-variable (IV) approach to estimate the causal effect of service satisfaction on customer loyalty by exploiting a common source of randomness in the assignment of service employees to customers in service queues. Our approach can be applied at no incremental cost by using routine repeated cross-sectional customer survey data collected by firms. The IV approach addresses multiple sources of biases that pose challenges in estimating the causal effect using cross-section...
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作者：Mejia, Jorge; Parker, Chris
作者单位：Indiana University System; IU Kelley School of Business; Indiana University Bloomington; American University
摘要：Providing transparency into operational processes can change consumer and worker behavior. However, it is unclear whether operational transparency is beneficial with potentially biased service providers. We explore this in the context of ridesharing platforms where early evidence documents bias similar to what has been observed in traditional transportation systems. Platforms responded by reducing operational transparency through removing information about riders' gender and race from the ride...
