Marketing

- Featured Publication
Frontiers: Can an AI Algorithm Mitigate Racial Economic Inequality? An Analysis in the Context of Airbnb

By: Shunyuan Zhang, Nitin Mehta, Param Singh and Kannan Srinivasan

Nominated for the 2022 John D. C. Little Award.

They study the effect of Airbnb’s smart-pricing algorithm on the racial disparity in the daily revenue earned by Airbnb hosts. Their empirical strategy exploits Airbnb’s introduction of the algorithm and its voluntary adoption by hosts as a quasi-natural experiment.
- Featured Publication
Frontiers: Can an AI Algorithm Mitigate Racial Economic Inequality? An Analysis in the Context of Airbnb

By: Shunyuan Zhang, Nitin Mehta, Param Singh and Kannan Srinivasan

Nominated for the 2022 John D. C. Little Award.

They study the effect of Airbnb’s smart-pricing algorithm on the racial disparity in the daily revenue earned by Airbnb hosts. Their empirical strategy exploits Airbnb’s introduction of the algorithm and its voluntary adoption by hosts as a quasi-natural experiment.
- Featured Case
Hometown Foods: Changing Price Amid Inflation Case

By: Julian De Freitas, Jeremy Yang, and Das Narayandas

During the early part of the 2021 Covid-19 pandemic, Hometown Foods, a large seller of flour-based products, thrived as consumers hoarded baked goods and took up baking to pass the time and find comfort. Then, amid growing shortages in commodities, a vaccine arrived, businesses began to re-open, and consumers benefited from federal relief aid. This perfect storm of high demand amid stock shortages generated the highest inflation in 13 years.
- Featured Case
Hometown Foods: Changing Price Amid Inflation Case

By: Julian De Freitas, Jeremy Yang, and Das Narayandas

During the early part of the 2021 Covid-19 pandemic, Hometown Foods, a large seller of flour-based products, thrived as consumers hoarded baked goods and took up baking to pass the time and find comfort. Then, amid growing shortages in commodities, a vaccine arrived, businesses began to re-open, and consumers benefited from federal relief aid....
- Award
Winner of the 2016 Case Centre Award in the Marketing category for “The New York Times Paywall” (HBS Case 512-077).

By: Sunil Gupta, Vineet Kumar, Bharat Anand, and Felix Oberholzer-Gee

The Case Centre Awards and Competitions recognize worldwide excellence in case writing and teaching, and are considered the case community's annual 'Oscars'. The winners of this category are the Marketing cases that were used in the largest number of organizations across the globe in the preceding calendar year.
- Award
Winner of the 2016 Case Centre Award in the Marketing category for “The New York Times Paywall” (HBS Case 512-077).

By: Sunil Gupta, Vineet Kumar, Bharat Anand, and Felix Oberholzer-Gee

The Case Centre Awards and Competitions recognize worldwide excellence in case writing and teaching, and are considered the case community's annual 'Oscars'. The winners of this category are the Marketing cases that were used in the largest number of organizations across the globe in the preceding calendar year.
- Featured Case
FARM Rio: Bringing a Brazilian Fashion Brand to the World

By: Isamar Troncoso and Jill Avery

FARM Rio, a twenty-six year old Brazilian fashion brand had recently put down roots in the U.S. The brand, known for its bold, colorful, nature-inspired tropical prints, was testing the waters in Europe to assess if and how the brand should further expand globally. Balancing two different geographic markets was proving to be more challenging than expected and the team had needed to make changes to the brand's name and positioning, price points, and its product quality, styles, and fits to accommodate the needs of retailers and consumers in the U.S.

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- Featured Case
FARM Rio: Bringing a Brazilian Fashion Brand to the World

By: Isamar Troncoso and Jill Avery

FARM Rio, a twenty-six year old Brazilian fashion brand had recently put down roots in the U.S. The brand, known for its bold, colorful, nature-inspired tropical prints, was testing the waters in Europe to assess if and how the brand should further expand globally. Balancing two different geographic markets was proving to be more challenging than...

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- Award
Outstanding Case Teacher

By: Anita Elberse

This world-wide Case Centre competition recognizes an excellent practitioner in the case classroom.

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- Award
Outstanding Case Teacher

By: Anita Elberse

This world-wide Case Centre competition recognizes an excellent practitioner in the case classroom.

More Information

About the Unit

Marketing is critical for organic growth of a business and its central role is in creating, communicating, capturing and sustaining value for an organization. Marketing helps a firm in creating value by better understanding the needs of its customers and providing them with innovative products and services. This value is communicated through a variety of channels as well as through the firm's branding strategy. Effective management of customers and pricing allows the firm to capture part of the value it has created. Finally, by building an effective customer-centric organization a firm attempts to sustain value over time.

Our faculty addresses a broad array of topics in all of these areas. Our work attempts to get a better understanding of how consumers use information and make choices and how these choices affect the firm's strategy for new product development, customer relationship management, branding and other marketing efforts. We examine issues related to branding, business marketing, global marketing, distribution channels, pricing, direct and interactive marketing, sales management and return on marketing investment. Some of our faculty specializes in specific industries such as retailing, agribusiness, social enterprise, media, arts and entertainment.

There are several new developments in marketing that offer opportunities for us to make important contributions in the future. The current economic crisis is changing consumers' current and future purchase and consumption patterns. Search engines have changed the way consumers obtain information and make decisions and they are also dramatically changing the advertising industry. Social networks and user generated content have opened a new way for consumers to engage with each other as well as with brands and companies. There are significant changes in the attitudes of consumers and companies about social issues. Consumer preferences and choice of products are increasingly influenced by social factors. Companies are recognizing that there is a large market at the "bottom of the pyramid" and marketing to these consumers may require a new framework. These and related developments provide great opportunities for the marketing faculty to make a significant impact in the future.

Recent Publications

Balancing Digital Safety and Innovation

By: Tomomichi Amano and Tomomi Tanaka

May–June 2025 |
Article |
Harvard Business Review

Designers of consumer-facing digital products have tended to focus on novelty and speed (“move fast and break things”). They’ve spent more effort on innovating than on anticipating how customers—and bad actors—might engage with products. But as digital products become a primary way in which consumers connect with others, pay for things, and store private information, that view needs to change. The authors contend that companies must embed safeguards into the core of their digital products—starting during the earliest parts of the design process. They must also establish a road map for continued improvement and a dialogue with customers. The safety-by-design model can facilitate innovation rather than constrain it by providing a principled approach to product development.

Keywords: Technological Innovation; Cybersecurity; Demand and Consumers; Safety

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Customer Acquisition and the Cash Flow Trap Supplement

By: E. Ofek, Barak Libai and Eitan Muller

April 2025 |
Supplement |
Faculty Research

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Customer Acquisition and the Cash Flow Trap

By: E. Ofek, Barak Libai and Eitan Muller

April 2025 |
Background Note |
Faculty Research

Startups as well as existing firms recognize the need to invest in order to acquire customers for their new ventures. And as each customer is expected at some point to have generated sufficient gross margins to cover their CAC, management expects that, soon enough, the overall cash flow will allow them to get out of the red and into the black. However, it turns out that getting into the black often takes much longer than originally expected and, moreover, an aggressive pace of growth can greatly exacerbate the situation - in terms of the cumulative deficit or financial “hole” that the company might find itself in. This note intends to help companies, particularly those with a recurring monetization model (e.g., subscription or SaaS), think through these issues. It further aims to develop a framework for effectively foreseeing the connection between customer acquisition efforts and the cumulative cash flow deficit, aka the “cash flow trap”, as well as highlight several managerial considerations and implications that emanate from this framework.

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Educators

Balancing Engagement and Polarization: Multi-Objective Alignment of News Content Using LLMs

By: Mengjie Cheng, Elie Ofek and Hema Yoganarasimhan

2025 |
Working Paper |
Faculty Research

We study how media firms can use LLMs to generate news content that aligns with multiple objectives—making content more engaging while maintaining a preferred level of polarization/slant consistent with the firm’s editorial policy. Using news articles from The New York Times, we first show that more engaging human-written content tends to be more polarizing. Further, naively employing LLMs (with prompts or standard Direct Preference Optimization approaches) to generate more engaging content can also increase polarization. This has an important managerial and policy implication: using LLMs without building in controls for limiting slant can exacerbate news media polarization. We present a constructive solution to this problem based on the Multi-Objective Direct Preference Optimization (MODPO) algorithm, a novel approach that integrates Direct Preference Optimization with multi-objective optimization techniques. We build on open-source LLMs and develop a new language model that simultaneously makes content more engaging while maintaining a preferred editorial stance. Our model achieves this by modifying content characteristics strongly associated with polarization but that have a relatively smaller impact on engagement. Our approach and findings apply to other settings where firms seek to use LLMs for content creation to achieve multiple objectives, e.g., advertising and social media.

Keywords: Large Language Models; Content Creation; Media; Polarization; Generative Ai; Direct Preference Optimization; AI and Machine Learning; News; Perspective; Digital Marketing; Policy; Media and Broadcasting Industry

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Tabby: Winning Customers’ Digital Wallets

By: Eva Ascarza

April 2025 |
Teaching Note |
Faculty Research

Tabby, a Saudi-based fintech founded in 2019, rapidly became one of the MENA region’s first unicorns by offering buy-now-pay-later (BNPL) services with a unique twist: instead of charging end consumers, it partnered with merchants who funded the installment-based transactions. This indirect, merchant-driven customer acquisition model helped Tabby scale efficiently and remain profitable in a low-margin business. As the company reached over 5 million users, it also began expanding its product portfolio to include a marketplace, retail advertising, and a physical card offering. The case culminates in a strategic dilemma: should Tabby maintain its consumer-friendly, merchant-funded BNPL approach or adjust to growing market pressure from a major competitor, IncogKSA, whose model charges consumers directly? Students explore how Tabby can navigate growth, competition, and commoditization in a maturing fintech space while staying true to its core value proposition.

Keywords: Business Startups; Marketing; Entrepreneurship; Growth and Development Strategy; Business Strategy; Financial Services Industry; Middle East; Saudi Arabia; United Arab Emirates

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Transformative Social Impact: Health Leads (B)

By: V. Kasturi Rangan and Sarah Appleby

April 2025 |
Supplement |
Faculty Research

Pre-abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

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Serving with a Smile on Airbnb: Analyzing the Economic Returns and Behavioral Underpinnings of the Host’s Smile

By: Shunyuan Zhang, Elizabeth Friedman, Kannan Srinivasan, Ravi Dhar and Xupin Zhang

April 2025 |
Article |
Journal of Consumer Research

Non-informational cues, such as facial expressions, can significantly influence judgments and interpersonal impressions. While past research has explored how smiling affects business outcomes in offline or in-store contexts, relatively less is known about how smiling influences consumer choice in e-commerce settings even when there is no face-to-face interaction. In this paper, we use a longitudinal Airbnb dataset and a facial attribute classifier to quantify the effect of a smile in the host’s profile photo on property demand and identify factors that influence when a host's smile is likely to have the biggest effect. A smile in the host’s profile photo increases property demand by 3.5% on average. This effect is moderated by a variety of host and property characteristics that provide evidence for the role of uncertainty underlying why smiling increases demand. Specifically, when there is greater uncertainty regarding either the quality of the accommodations or the interaction with the host, a host smile will have a greater effect on demand. Online experiments confirm this pattern, offering further support for uncertainty perceptions driving the effect of smiling on increased Airbnb demand, and show that the effect of smiling on demand generalizes beyond Airbnb.

Keywords: Sharing Economy; Airbnb; Image Feature Extraction; Machine Learning; Facial Expressions; Prejudice and Bias; Nonverbal Communication; E-commerce; Consumer Behavior; Perception

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How One Company Used AI to Broaden Its Customer Base

By: Sunil Gupta and Frank V. Cespedes

March 27, 2025 |
Article |
Harvard Business Review (website)

The software company SAP successfully leveraged AI tools to begin selling to the small and medium enterprises (SMEs) market, which had previously been uneconomical for its in-person sales approach. By mapping the customer journey and deploying over 40 AI tools, SAP transformed the way it sells, reducing the sales cycle from 12–18 months to 3–6 months and supporting over 22,000 new customer opportunities in 2024. This case study demonstrates the potential of thoughtful AI scaling to add significant revenue to large businesses.

Keywords: AI and Machine Learning; Sales; Business Strategy; Market Entry and Exit