8/16/2021 — To increase revenue or improve customer service, companies are increasingly personalizing their product or service offerings based on their customers' history of interactions. In this paper, we show how call centers can improve customer service by implementing personalized priority policies.

• KEYWORD(S):
• management

4/28/2021 — Inspired by a data set from the Chinese retailer JD.com, we study the click and purchase behavior of customers in an online retail setting by employing a structural estimation approach.

• KEYWORD(S):
• operations

2/24/2023 — Ignoring consideration sets in modeling customer purchase decisions may lead to biased estimation of customer preferences, yet consideration sets are difficult to infer in brick-and-mortar contexts. We show that the challenge of estimating consideration set models in brick-and-mortar contexts can partially be overcome with an emerging source of data: “heatmap data” collected using in-store sensors.

• KEYWORD(S):
• operations