Research Details

Abstract

"I'm going to give the team a pat on the back," thought Emily Wang as she headed out to meet the four members of her fraud prevention group at IWantIt, a community marketplace for high-quality men's fashion. "I just hope they don't take it as a signal that I'm getting soft." Wang had just seen the average daily fraud data from January 21 to January 30, 2020, which showed significant improvement over the previous 10 days. She wanted to make the team members feel good about that upswing but was afraid that praising them about it would lead to a loss in performance. She was convinced that the performance improvement had occurred because she had yelled at her team upon her return from her trip to Bali.

Type

Case

Author(s)

Sunil Chopra

Date Published

10/11/2021

Discipline

Operations

Citations

Chopra, Sunil. PayTran (B): Fraud Prevention at IWantIt. Case 5-121-004(B).