Arousal Sustainability in Shared Experiential ConsumptionAug 25, 2016 Eunsoo Kim, Anocha Aribarg, and Natasha Zhang Foutz, 2016, 16-126
By promoting shared consumption experiences, firms can cultivate a synergistic strategy of customer acquisition and retention.
Bloggers as Social Influencers: Optimizing Social Media Engagement via Blog CampaignsAug 25, 2016 Vanitha Swaminathan, Christian Hughes, and Gillian Brooks, 2016, 16-125
In blog campaigns, follower network size is not the only important factor in driving social influence: blogger–follower similarity and sentiment are equally important.
Feeling Economically Stuck Increases Variety SeekingAug 19, 2016 Sunyee Yoon and Hyeongmin Christian Kim, 2016, 16-124
This research highlights the important role that perceived economic mobility and economic status jointly play in consumer decision making.
The Impact of Referral Coupons on Customer Behavior and Firm Revenues: Evidence from Field ExperimentsAug 5, 2016 Raghuram Iyengar and Young-Hoon Park, 2016, 16-123
Inspired by the success of referral campaigns in the service industry, retailers have begun offering coupons redeemable by target customers and their friends. How well do they work? The evidence is surprising.
Understanding Frontline Problem-solving Dynamics Using Video Recordings of Service Failure InteractionsAug 1, 2016 Jagdip Singh, Detelina Marinova, and Sunil Singh, 2016, 16-122
After a service failure, customers value frontline employees' problem-solving work, whatever the outcome. Empathy, on the other hand, can be unhelpful.