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 consumer mentally visualize prices.
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.