Improving Customer Compatibility with Tradeoff Transparency

The authors thank the Behavioural Economics team at Commonwealth Bank of Australia for their partnership in designing and executing this field experiment, including Rafael Batista, Nathan Damaj, Emily Daniels, Mohamed Khalil, Will Mailer, Jessica Min, and Nikhil Ravichandar; the department editor, Vishal Gaur, the associate editor, and three anonymous reviewers for generous contributions that improved the work; Alain Bonacossa, Jean Cunningham, Chip Flowers, Robert Freeman, Catherine Nehring, and Christopher Pringle, at Harvard University, for the support and guidance that helped to make this research collaboration possible, as well as faculty affiliates in the Harvard Sustainability Transparency and Accountability Research (STAR) Laboratory, including John Beshears, Rebecca Henderson, Leslie John, David Laibson, Brigitte Madrian, Sendhil Mullainathan, and Michael Norton, who supported this work in various ways; Michael Hiscox, who directs the STAR Laboratory and brought us all together; and Sophie Bick, Kim Jacobson, Elizabeth Leh, and Laura Marshman for support and Melissa Ouellet, whose many contributions were instrumental in our analysis. The authors are also grateful to the many efforts of people throughout the organization whose time, consideration, and care were essential to the project, including Elisa Barnard, Jenni Barnett, Grant Burrow, Ian Calbert, Keith Callus, Tom Carr, Valentina Ciampi, Lauren Cox, Kate Crous, Amy Cunningham, Tina DeLorenzo, Belinda Duff, Jennifer Excell, Zomi Frankcom, Beau Fraser, Ben Freeman, Sheffy Goyal, Ben Grauer, Chris Hill, Nilesh Karunaratne, Emir Kazazic, Diane Loo, Lydia MacDonald, Rebecca Manly, Fiona Prater, Katie Roch, David Singh, Mary Yang and Jade Young. This research also benefited from seminar participants at Boston College, Boston University, Colorado University, Cornell University, Harvard Business School, INSEAD, Johns Hopkins University, London Business School, MIT, and Purdue University, as well as participants in the 2018 Winter Operations Conference, the 2018 MSOM Annual Conference, the 2018–2020 INFORMS Annual Conferences, and the 2018–2020 POMS Annual Conferences, whose constructive questions and suggestions influenced its development. All errors remain our own.