Publications in the Popular Press
Why Bad Customer Service Won’t Improve Anytime Soon, The Conversation, December 19, 2019. Republished by FastCompany.
3 Reasons Forever 21’s Bankruptcy Doesn’t Spell the End of Brick-and-Mortar Retailing, The Conversation, October 2, 2019. Republished by PBS and Salon.
Why Is Customer Service So Bad? Because It’s Profitable (with Yi Zhu), Harvard Business Review (HBR.org) February 2019.
The Surprisingly Bright Future for Malls, Morning Consult, September 20, 2018.
When It’s Smart to Copy Your Competitor’s Brand Promise (with Yi Zhu), Harvard Business Review (HBR.org) March 2017.
Book Chapters
An Evolution of Malls: Past, Present, and Future. Invited Chapter for The Demallification of a Nation: The Death of American Shopping Malls, ed. Christian Gilde, Routledge 2019.
Bilateral Information Sharing and Pricing Incentives in a Retail Channel (with Esther Gal-Or and Tansev Geylani), chapter in Information Exchange in Supply Chain Management, ed. Albert Ha and Christopher Tang, Springer 2017
Dominant Retailers and their Impact on Marketing Channels (with Tansev Geylani), chapter appearing in The Handbook on the Economics of Retail and Distribution, ed. Emek Basker, 2016.
Advertising and Competition, chapter 22 appearing in Issues in Competition Law and Policy, published by the American Bar Association, ed. Wayne Dale Collins, 2009.