Research summary: Corporate acquisition is a popular strategic option for firms seeking new resources. However, little research exists on the question of why one firm is chosen over another. We develop a model relating characteristics of similarity and complementarity between acquirers' and...

During product recovery, firms rely on their customer service agents to recover customers’ product failures and deliver superior customer service. However, customers who contact the firm about a product failure often are dissatisfied, which makes customer service agents’ jobs challenging....

Nonprofit organizations use social interventions to improve the negative circumstances of marginalized people in subsistence markets. Unfortunately, such intervention efforts are frequently characterized by poor outcomes. Aiming to identify characteristics of effective social interventions, the...