Locational Choices: Studying Consumer Preference for Proximity to OthersOct 11, 2018 Simon J. Blanchard, Tatiana L. Dyachenko, and Keri L. Kettle, 2018, 18-128-10
Consumers care about personal space - especially when they're choosing seats on airplanes, theatres, and concert venues. Here's a novel methodology to collect, codify, and analyze data on consumers' locational choices.
Value-Based Brand Exploitation Strategy to Grow Firm ValueOct 8, 2018 Marc Fischer, Max Backhaus, and Tobias Hornig, 2018, 18-127
Should firms leverage brand equity to drive the profit margin or to grow the business? This econometric analysis examines the effect of customer-based brand equity measures on firm value drivers.
Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle CostsSep 24, 2018 Anthony Dukes and Yi Zhu, 2018, 18-126-09
Customer frustration by design? Firms use tiered structures in customer service to control redress costs and screen claims, but forcing dissatisfied customers to incur hassle costs may damage brand reputation in the long run.
Manufacturer’s Entry in the Product-Sharing MarketSep 6, 2018 Baojun Jiang, Lin Tian, and Yifan Xu, 2018, 18-125-09
When should manufacturers respond to peer-to-peer product sharing with their own direct rental services? This game-theoretic model captures some key trade-offs for firms.
Identifying Customer Needs from User-Generated ContentAug 16, 2018 Artem Timoshenko and John R. Hauser , 2018, 18-124-08
UGC -- online reviews, social media, and blogs-- offers a rich source of information from which to identify customer needs. Combining machine learning and human analysis of UGC resulted in 46-52% gains over experiential interview-based analysis.