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.
Ugly Food, Negative Feelings: Why Consumers Won’t Pay More for Unattractive ProduceAug 9, 2018 Lauren Grewal, Jillian Hmurovic, Cait Lamberton, and Rebecca Walker Reczek, 2018, 18-123-08
Simple cues can have a big impact: Research suggests low-cost, easily-implementable interventions to market "ugly" produce, mitigating food waste and protecting the bottom line.
Slider Scale or Text Box: How Response Format Shapes ResponsesAug 7, 2018 Manoj Thomas and Ellie J. Kyung, 2018, 18-122-08
Seemingly simple interface changes can have a material effect on consumer payments: slider scales can change how consumers mentally visualize prices.