Customers are a significantly important resource for improving a company’s brand but they are often underutilized. Studies across service environments indicate that an engaged customer actively participates in idea generation and collaborative behaviors such as sharing knowledge, ideas and preference information to support the brand. According to an article published in the Journal of Services …
By Seigyoung Auh, Omar Merlo, and Andreas Eisingerich In 2012, the global fast food chain McDonald’s launched a website in Canada called “Our Food. Your Questions”. The digital platform allowed consumers to ask the company absolutely anything about its food. As the website increased in popularity and customers asked some very tough questions, the company and …
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 …
