The rise of intelligent conversation agents, or chatbots, are responsible for the dramatic decrease in remote customer service agent jobs. However, chatbots in their current form, are far from infallible. We theorize that there is an inherent trade-off between a chatbot's response relevance and...

We scrutinize the direct and moderated impact of brands’ support for Black Lives Matter (BLM) on consumer responses. Our empirical strategy exploits Blackout Tuesday as a natural experiment in which BLM support occurred on Instagram (treated platform) but not on Twitter (control platform) to...

Using a unique dataset from a large food sharing platform, we investigate the effect of supply side assortment size on users' purchase probabilities. We find that users' purchase probabilities are increasing in assortment size but at a decreasing rate. The initial increase in purchase...