Expert opinion exerts tremendous influence on the purchase journey, but its effect on overall consumer experience is ambiguous as it can give rise to both “expectation” and “reputation” effects. This paper explores the effect of expert opinions on consumer experience via the lens of...

In many digital contexts such as online news and e-tailing with many new users and items, recommendation systems face several challenges: i) how to make initial recommendations to users with little or no response history (i.e., cold-start problem), ii) how to learn user preferences on items...

By analyzing a large-scale transactions data set from a grocery chain, we observe that customers arrive randomly at a non-stationary rate, they usually purchase multiple products together and in continuous quantity, and products are often out of stock. However, extant demand estimation methods...

Online applications and services automate communications andtransactions between rms and consumers, promising large efficiencygains. However, consumers have been slow to use these onlinetechnologies intensively, despite widespread adoption of the internet.Customers frequently undergo a staggered...

Many firms have introduced Internet-based customer self-service applications such as online payments or brokerage services. Despite high initial sign-up rates, not all customers actually shift their dealings online. We investigate whether the multistage nature of the adoption process (an...