Recent developments in the field of artificial intelligence and data analytics are facilitating the automation of some consumer chores (e.g., in smart homes and in self-driving cars) and allow the emergence of big-data-driven, micro-targeting marketing practices (e.g., personalized content...

Customer service agents serve a critical role towards post-purchase customer satisfaction, retention, and loyalty. However, properly evaluating their performance involves several challenges: commonly used customer survey measures suffer from scarce, biased, and delayed responses. This study...

Brands and advertisers often tap into the crowd to generate ideas for new products and ad creatives by hosting ideation contests. Content evaluators then winnow thousands of submitted ideas before a separate stakeholder, such as a manager or client, decides on a small subset to pursue. We...