Evidence shows that marketers can direct consumers' limited attention to specific product attributes by making them “prominent”. This research asks: How should firms decide which attribute to make prominent in competitive environments? A key feature of this setting is that consumers'...

Many Customer Service Organizations (CSOs) reflect a tiered, or multi-level, organizational structure, which we argue imposes hassle costs for dissatisfied customers seeking high levels of redress. The tiered structure specifies that first-level CSO agents (e.g. call center operators) be...

We study the market for factual content and ask whether competition increases or decreases its provision. Factual content is supplied by commercial media who observe a set of facts depicting the true state of the world and selectively decide how to report them. Consumers value content that...

This paper examines position auctions with budget-constrained advertisers, a dominant bidding environment used by publishers to allocate positions in online advertising. Budget constraints play a crucial role in equilibrium bidding by inducing advertisers to strategically deplete a higher-ranked...