The hotel industry continues embracing loyalty/rewards programs as a major platform to nurture customer relationships as well as reap return business. The reality is that major hotels have been aggressively spending more but achieve less in defending existing customers. We address this void by...

Mobile application developers switch their monetarization strategies (between paid and free) for strategic purposes. We investigate the determinants and consequences of app developers' switching behavior between paid and free strategies over time. Using large-scale daily app rank data from the...

As cities debate regulations of Airbnb and other home-sharing services, we study the impacts of home sharing on local residential real estate markets. By leveraging a unique quasi-experiment on Airbnb—a platform policy that caps the number of properties a host can manage in a city, we present...

Firms are shifting their social media emphasis from passive listening to active intervention. Despite the proven importance of online word-of-mouth (WOM) on customer satisfaction and engagement as well as firm performance in prior literature, when and how should firms utilize management...

The disruption of sharing economy services to incumbent firms has attracted growing attention. Yet, the literature is silent on how incumbents respond to the rivalry and the resulted consequences. We investigate incumbent hotels' adjustment on quality after home sharing's entry using management...

This study investigates the effects of exposures to earned and owned social media activities and their interaction on brand purchase in a two-stage decision model (i.e., likelihood to purchase and the amount purchased offline). Our study is instantiated on a unique single-source dataset of...