Paradoxes of a Frictionless World

I study how the changing nature of interactions in digital environments shapes shopping choices. From mobile apps to two-sided markets, the landscape of customer experience has become frictionless in recent years. Yet, paradoxically, human interactions have gone minimal. Do these efficiencies come at a cost? How do these changes influence the way we shop and the way we lead our lives? These questions keep me up at night.

Once Bitten, Twice App-rehensive?

Do app failures influence shopping in other channels? Only a specific segment of shoppers is sensitive to app failures. Learn more through my talk at Marketing Science Conference 2017.
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More Interactions, More Trouble

Learn more about how different interactions in two-sided markets impact platform outcomes differentially through my study on MOOCs, presented at the Winter AMA Conference 2017.
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Apps make you spend more

​Apps are a big deal. But how do they help retailer expand revenues in other channels, and by how much? Learn more from my talk at the Theory + Practice in Marketing Conference 2016.
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Currently looking for partners for research in 2 areas:

(A) Omni-channel shopping via smartphones, smart devices, and in-store technologies
(B) Mobile healthcare, particularly mental health delivery via apps