The Impact of Customer Information on Service Supply and Demand: Evidence from a Large Live-Streaming Experiment
Published Online:16 Oct 2025https://doi.org/10.1287/msom.2022.0224
References
- (2022) Show or tell? Improving inventory support for agent-based businesses at the base of the pyramid. Manufacturing Service Oper. Management 24(1):664–681.Link, Google Scholar
- (2023) Value of algorithm-enabled process innovation: The case of sepsis. Manufacturing Service Oper. Management 25(4):1545–1566.Link, Google Scholar
- (2019) A dynamic clustering approach to data-driven assortment personalization. Management Sci. 65(5):2095–2115.Abstract, Google Scholar
- (2022) Drivers of data quality in advertising research: Differences across mturk and professional panel samples. J. Advertising 51(4):515–529.Crossref, Google Scholar
- (1999) The sound of silence in prisoner’s dilemma and dictator games. Economics as a Science of Human Behaviour (Springer, Boston), 177–194.Crossref, Google Scholar
- (2021) How transparency into internal and external responsibility initiatives influences consumer choice. Management Sci. 67(2):932–950.Link, Google Scholar
- (2011) The labor illusion: How operational transparency increases perceived value. Management Sci. 57(9):1564–1579.Link, Google Scholar
- (2017) Creating reciprocal value through operational transparency. Management Sci. 63(6):1673–1695.Link, Google Scholar
- (2019) Relative performance transparency: Effects on sustainable choices. Working Paper No. 19-079, Harvard Business School, Boston.Google Scholar
- (2021) Surfacing the submerged state: Operational transparency increases trust in and engagement with government. Manufacturing Service Oper. Management 23(4):781–802.Link, Google Scholar
- (2024) Shared service delivery can increase client engagement: A study of shared medical appointments. Manufacturing Service Oper. Management 26(1):154–166.Link, Google Scholar
- (2008) What’s in a name? Anonymity and social distance in dictator and ultimatum games. J. Econom. Behav. Organ. 68(1):29–35.Crossref, Google Scholar
- (2024) Logs with zeros? Some problems and solutions. Quart. J. Econom. 139(2):891–936.Crossref, Google Scholar
- (2020) Reducing discrimination with reviews in the sharing economy: Evidence from field experiments on airBnb. Management Sci. 66(3):1071–1094.Link, Google Scholar
- (2023) Multichannel delivery in healthcare: The impact of telemedicine centers in southern India. Management Sci. 69(5):2568–2586.Link, Google Scholar
- (2023) Data quality in online human-subjects research: Comparisons between mTurk, Prolific, Cloudresearch, Qualtrics, and Sona. PLoS One 18(3):e0279720.Crossref, Google Scholar
- (2014) Mistakenly seeking solitude. J. Experiment. Psych. General 143(5):1980.Crossref, Google Scholar
- (2020) A data-driven approach to personalized bundle pricing and recommendation. Manufacturing Service Oper. Management 22(3):461–480.Link, Google Scholar
- (2018) Service operations: What’s next? J. Service Management 29(1):55–97.Crossref, Google Scholar
- (2022) Entertainment and social media use during social distancing: Examining trait differences in transportability and need for social assurance. Psych. Popular Media 11(3):305.Crossref, Google Scholar
- (2007) Rhythms of social interaction: Messaging within a massive online network. Communities and Technologies 2007 (Springer, London), 41–66.Crossref, Google Scholar
- (2019) Digital economics. J. Econom. Literature 57(1):3–43.Crossref, Google Scholar
- (2007) Impact and the art of motivation maintenance: The effects of contact with beneficiaries on persistence behavior. Organ. Behav. Human Decision Processing 103(1):53–67.Crossref, Google Scholar
- (2019) Operations in the on-demand economy: Staffing services with self-scheduling capacity. Sharing Economy (Springer, Cham, Switzerland), 249–278.Crossref, Google Scholar
- (2023) Evaluating Cloudresearch’s approved group as a solution for problematic data quality on mTurk. Behav. Res. Methods 55(8):3953–3964.Crossref, Google Scholar
- (2017) Why do audiences choose to keep watching on live video streaming platforms? An explanation of dual identification framework. Comput. Human Behav. 75:594–606.Crossref, Google Scholar
- (2022) Can employees’ past helping behavior be used to improve shift scheduling? Evidence from ICU nurses. Preprint, submitted February 14, http://dx.doi.org/10.2139/ssrn.4034746.Google Scholar
- (2020) Dynamic pricing and transparency in on-demand services. Working paper.Google Scholar
- (2020) ‘If the rise of the TikTok dance and e-girl aesthetic has taught us anything, it’s that teenage girls rule the internet right now’: Tiktok celebrity, girls and the coronavirus crisis. Eur. J. Culture Stud. 23(6):1069–1076.Crossref, Google Scholar
- (2022) How can I be as attractive as a fitness youtuber in the era of covid-19? The impact of digital attributes on flow experience, satisfaction, and behavioral intention. J. Retailing Consumer Services 64:102778.Crossref, Google Scholar
- (2005) The “identified victim” effect: An identified group, or just a single individual? J. Behav. Decision Making 18(3):157–167.Crossref, Google Scholar
- (2021) How supply chain transparency boosts business value. MIT Sloan Management Rev. 63(1):34–40.Google Scholar
- (2022) Consumer trust in social responsibility communications: The role of supply chain visibility. Production Oper. Management 31(11):4113–4130.Google Scholar
- (2013) When does retargeting work? Information specificity in online advertising. J. Marketing Res. 50(5):561–576.Crossref, Google Scholar
- (2021) Happiness begets money: Emotion and engagement in live streaming. J. Marketing Res. 58(3):417–438.Crossref, Google Scholar
- (2018) Does technology substitute for nurses? Staffing decisions in nursing homes. Management Sci. 64(4):1842–1859.Link, Google Scholar
- (2017) Machine, Platform, Crowd: Harnessing Our Digital Future (WW Norton & Company, New York).Google Scholar
- (2021) When transparency fails: Bias and financial incentives in ridesharing platforms. Management Sci. 67(1):166–184.Link, Google Scholar
- (2020) Lifting the veil: The benefits of cost transparency. Marketing Sci. 39(6):1105–1121.Link, Google Scholar
- (2020) Matching in labor marketplaces with experiential learning. Preprint, submitted March 27, https://dx.doi.org/10.2139/ssrn.3543906.Google Scholar
- (2020) Name similarity encourages generosity: A field experiment in email personalization. Marketing Sci. 39(6):1071.Link, Google Scholar
- (1980) Human Inference: Strategies and Shortcomings of Social Judgment (Prentice-Hall, Englewood Cliffs, NJ).Google Scholar
- (2016) Is it enough? Evidence from a natural experiment in India’s agriculture markets. Management Sci. 62(9):2481–2503.Link, Google Scholar
- (2019) Agony and ecstasy in the gig economy: Cultivating holding environments for precarious and personalized work identities. Admin. Sci. Quart. 64(1):124–170.Crossref, Google Scholar
- (2012) Four ways to reinvent service delivery. Harvard Bus. Rev. 90(12):98–106.Google Scholar
- (2000) Daily well-being: The role of autonomy, competence, and relatedness. Personality Soc. Psych. Bull. 26(4):419–435.Crossref, Google Scholar
- (2000) Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being. Amer. Psych. 55(1):68.Crossref, Google Scholar
- (2018) Personalization in email marketing: The role of noninformative advertising content. Marketing Sci. 37(2):236–258.Link, Google Scholar
- (2014a) Is efficiency overrated? Minimal social interactions lead to belonging and positive affect. Soc. Psych. Personality Sci. 5(4):437–442.Crossref, Google Scholar
- (2014b) Social interactions and well-being: The surprising power of weak ties. Personality Soc. Psych. Bull. 40(7):910–922.Crossref, Google Scholar
- (2016) Do sympathy biases induce charitable giving? The effects of advertising content. Marketing Sci. 35(6):849–869.Link, Google Scholar
- (2020) Does telemedicine reduce emergency room congestion? Evidence from New York state. Inform. Systems Res. 31(3):972–986.Link, Google Scholar
- (2006) Understanding the impact of web personalization on user information processing and decision outcomes. Management Inform. Systems Quart. 30(4):865–890.Crossref, Google Scholar
- (2014) When does the devil make work? An empirical study of the impact of workload on worker productivity. Management Sci. 60(6):1574–1593.Link, Google Scholar
- (2014) Social networks, personalized advertising, and privacy controls. J. Marketing Res. 51(5):546–562.Crossref, Google Scholar
- (2005) Entertaining the Citizen: When Politics and Popular Culture Converge (Rowman & Littlefield, Lanham, MD).Crossref, Google Scholar
- (2012) What’s in a “name”? Impact of use of customer information in e-mail advertisements. Inform. Systems Res. 23(3-part-1):679–697.Link, Google Scholar
- (2008) Getting too personal: Reactance to highly personalized email solicitations. Marketing Lett. 19(1):39–50.Crossref, Google Scholar
- (2019) The impact of financial incentives on crowdsourced delivery. Preprint, submitted January 2019, https://doi.org/10.2139/ssrn.Google Scholar
- (2012) Would introverts be better off if they acted more like extraverts? Exploring emotional and cognitive consequences of counterdispositional behavior. Emotion 12(2):290.Crossref, Google Scholar
- (2017) Does social interaction improve learning outcomes? Evidence from field experiments on massive open online courses. Manufacturing Service Oper. Management 19(3):347–367.Link, Google Scholar
- (2016) The pitfall of experimenting on the web: How unattended selective attrition leads to surprising (yet false) research conclusions. J. Personality Soc. Psych. 111(4):493.Crossref, Google Scholar

