This paper documents the effects of last place aversion in queues and its implications for customer experiences and behaviors, as well as for operating performance. An observational analysis of customers queuing at a grocery store, and four online studies in which participants waited in virtual...

We study how transparency into the levels and changes of relative sustainability performance affects consumer choices. Our work considers two forms of transparency: process transparency, in which customers receive information about the company's sustainability performance relative to other...

It is a well-established result in social psychology that when people feel anxious, they seek advice from others. However, increasingly companies that operate in high-anxiety settings (like financial services, health care, and education) are deploying self-service technologies (SSTs), through...

Amid growing calls for transparency and social and environmental responsibility, companies are employing different strategies to improve consumer perceptions of their brands. Some pursue internal initiatives that reduce their negative social or environmental impacts through responsible...

Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run engagement. Although we...