High product return rates are an increasingly pressing challenge for many e-retailers around the world. To address this problem, this paper offers a new perspective by focusing on the critical moment of the package-opening process. Going beyond previous research, which has primarily focused on...

Discrete choice experiments have emerged as the state-of-the-art method for measuring preferences, but they are mostly used in cross-sectional studies. In seeking to make them applicable for longitudinal studies, our study addresses two common challenges: working with different respondents and...

In the emerging business of online lead generation, many conversational touchpoints have moved to the online space. These companies capture leads, sell them to partners, and often generate millions of revenue in the process. We abstract this novel digital business model in a framework, derive...

Der Aufenthalt im stationären Handel ist häufig kurz, nur Bruchteile des Layouts werden besucht und dies mündet in ungenutztem Konversionspotenzial. Das wachsende Online-Geschäft verschärft den Bedarf nach stationärer Effizienz. In diesem Spannungsfeld systematisiert der Beitrag die...

Companies often rely on customer feedback to build and improve their business. Customers, in turn, are expected to (i) fill in customer feedback surveys (participation) and (ii) provide accurate responses (performance). To encourage active participation and ensure accurate responses, companies...

Advances in Machine Learning (ML) led organizations to increasingly implement predictive decision aids intended to improve employees' decision-making performance. While such systems improve organizational efficiency in many contexts, they might be a double-edged sword when there is the danger of...

Due to a growing number of initiatives and regulations, predictions of modern Artificial Intelligence (AI) systems increasingly come with explanations about why they behave the way they do. In this paper, we explore the impact of feature-based explanations on users' information processing. We...