Publications
Publications
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- Faculty Publications (3)
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- June 2018
- Article
Personal and Social Usage: The Origins of Active Customers and Ways to Keep Them Engaged
By: Clarence Lee, Elie Ofek and Thomas Steenburgh
We study how digital service firms can develop an active customer base, focusing on two questions. First, how does the way that customers use the service postadoption to meet their own needs (personal usage) and to interact with one another (social usage) vary across... View Details
- March 2017 (Revised March 2017)
- Case
OpenNotes
By: Jeffrey Rayport and Annelena Lobb
In 2017, executives at OpenNotes, a national movement to improve the relationship between doctors and patients by sharing doctors’ visit notes about patients with patients, were considering options in efforts to achieve scale. The movement hoped to reach 50 million... View Details
- 2013
- Working Paper
Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?
By: Clarence Lee, E. Ofek and Thomas Steenburgh
In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact... View Details