Discrimination in ServiceJul 31, 2018 Kalinda Ukanwa and Roland T. Rust, 2018, 18-121-07
There are long-term benefits for firms that switch to service policies that do not use discriminatory (i.e., “group aware”) practices. Consumers learn from each other, and can switch their preferences to competitive alternatives.
Managing Debt and Managing Each Other: The Interpersonal Dynamics of Joint Debt Management DecisionsJul 27, 2018 Jenny G. Olson and Scott I. Rick, 2018, 18-120-07
A series of experiments finds that, for couples managing debt, following the lead of the partner with greater financial confidence encourages financially optimal behavior.
Making Words Speak: Leveraging Consumer Insights from Online Review Text to Improve Service QualityJul 25, 2018 Andrea Ordanini, Raji Srinivasan, and Anastasia Nanni , 2018, 18-119-07
Online review text analytics enabled managers to clearly and rapidly identify weaknesses in their offering.
Positive Effects from Negative Virtual Experiences: How Virtual Reality Can Be Used Effectively in MarketingJul 20, 2018 Kirk Kristofferson, Michelle E. Daniels, and Andrea C. Morales, 2018, 18-118-07
Does VR boost consumers' desire for the real-life experience? In four experiments, researchers find that emotional content - positive or negative - is key.
Large-Scale Cross-Category Analysis of Consumer Review Content on Sales Conversion Leveraging Deep LearningJul 9, 2018 Xiao Liu, Dokyun Lee, and Kannan Srinivasan, 2018, 18-117-07
What matters most in consumer reviews? Based on 500,000 reviews in nearly 600 product categories, this analysis shows that content about product aesthetics and price significantly affect conversion across almost all categories.