Call Me Maybe: Does Customer Feedback Seeking Impact Nonsolicited Customers?

This work is based on Rupali Kaul’s dissertation and job market paper. The study is registered with the American Economic Association (AEA) registry under AEARCTR-0006470. IRB approval was provided by Stanford University (FWA00000935). The authors are grateful to the Rwanda country office of Innovations for Poverty Action for assisting with the early fieldwork on the project, Trent Walker for his valuable advice on the customer-management technology used in this study, and Stephen Kagera for exceptional field research leadership. The authors also thank Sridhar Narayanan, Wesley Hartmann, Jim Lattin, Peter Reiss, Marcel Fafchamps, Justin Huang and V. Kumar, participants of the Marketing Science Conference and the EMAC Annual Conference, as well as seminar participants at Stanford University, the University of Chicago, Northwestern University, the University of Notre Dame, the Indian School of Business, INSEAD, HEC Paris, University of South Carolina, University of Wisconsin-Milwaukee, Bocconi University and Texas A&M University for comments and suggestions. Finally, the authors thank the editorial team for their valuable feedback and comments. The authors do not have any competing interests to this work. All errors remain the authors’ own.