Great to see new research that’s happening on the intersection of multiple disciplines. With large amounts of data that companies are accumulating through various communication channels, finding new methods and metrics for timely and accurate analysis is becoming more and more critical. This research tested a new framework that allows to automate the analysis of …
Merger may provide the right opportunity to improve both customer satisfaction and efficiency while maximizing shareholder value.
By Darima Fotheringham New research by Darren Dahl, University of British Columbia, and Morgan Ward, Southern Methodist University, “Should the Devil Sell Prada? Retail Rejection Increases Aspiring Consumers’ Desire for the Brand” received a lot of attention in the press lately. The research shows that condescending attitude of sales representatives at higher end stores can …
Sneak Preview of the August Issue of Journal of Service Research!
By: Rajiv K. Sinha Warranties have traditionally been used as a means to signal to potential customers that the product is high-quality and to allay customers’ anxiety over purchasing a new product of unknown reliability. However, given large increases in reliability as well as the level of commoditization in consumer electronics markets, the value of …
By Dr. Florian v. Wangenheim We all enjoy using Internet services for free: communities, news websites and other web services often do not charge their users. In order to survive, free sites depend on advertising revenues. These can be increased through behavioral targeting, in which the advertiser makes use of information that he has about the …
By Bobbi Dangerfield @BobbiAtDell Michael Dell, said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen, engage, and ultimately understand …
By: Per Kristensson During the past decade, customers have displayed overwhelmingly positive attitudes toward environmentally-friendly offerings. However, their actual behavior does not mirror these attitudes. Do you think it would be possible to change customer behavior to make them greener? In a market research study carried out in the U.S., 67% of surveyed respondents claimed …
