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We use a theory of apologies to design a nationwide field experiment involving 1.5 million Uber ridesharing consumers who experienced late rides. Several insights emerge from our field experiment. First, apologies are not a panacea: the efficacy of an apology and whether it may backfire depend...
Persistent link: https://www.econbiz.de/10012479628
Hirschman's Exit, Voice, and Loyalty highlights the role of "voice" in disciplining firms for low quality. We develop a formal model of voice as a relational contact between firms and consumers and show that voice is more likely to emerge in concentrated markets. We test this model using data on...
Persistent link: https://www.econbiz.de/10012455634
We investigate the informativeness of hygiene signals in online reviews, and their effect on consumer choice and restaurant hygiene. We first extract signals of hygiene from Yelp. Among all dimensions that regulators monitor through mandated restaurant inspections, we find that reviews are more...
Persistent link: https://www.econbiz.de/10012938684
Insurance product choice is a central feature of health insurance markets in the United States, yet there is ongoing concern over whether consumers choose appropriately in such markets - and little evidence on solutions to any choice inconsistencies. This paper addresses these omissions from the...
Persistent link: https://www.econbiz.de/10012455763
We argue that reputation mechanisms used by platform markets suffer from two problems. First, buyers may draw conclusions about the quality of the platform from single transactions, causing a reputational externality across sellers. Second, for a variety of reasons we discuss, reputations will...
Persistent link: https://www.econbiz.de/10012457836
The impacts of choice in public services are controversial. We exploit a reform in the English National Health Service to assess the impact of relaxing constraints on patient choice. We estimate a demand model to evaluate whether increased choice increased demand elasticity faced by hospitals...
Persistent link: https://www.econbiz.de/10012460086
In recent years, a number of governments and consumer groups in rich countries have tried to discourage the use of child labor in poor countries through measures such as product boycotts and the imposition of international labor standards. The purported objective of such measures is to reduce...
Persistent link: https://www.econbiz.de/10012463587
a war to depose Iraqi ruler Saddam Hussein. In response, calls in the United States for a boycott of French products … the boycott calls were hurting their U.S. sales. Using a dataset of sales of nearly 4,700 individual wine brands, we show … that there actually was no boycott effect. Rather, sales of French wine dipped for two reasons. First, they experience a …
Persistent link: https://www.econbiz.de/10012465394
The French Opposition to the war in Iraq in early 2003, prompted calls for a boycott of French wine in the US. We … measure the magnitude of consumers' participation in the boycott, and look at basic evidence of who participates. Conservative … estimates indicate that the boycott resulted in 26% lower weekly sales at its peak, and 13% lower sales over the six month …
Persistent link: https://www.econbiz.de/10012466690
Ad blockers allow Internet users to obtain information without generating ad revenue for site owners; and by 2016 they were used by roughly a quarter of site visitors. Given the ad-supported nature of much of the web, ad blocking poses a threat to site revenue and, if revenue losses undermine...
Persistent link: https://www.econbiz.de/10012455622