Cultivating the Customer Asset
The Manipulative Art of Pre-Service Tip ElicitationFeb 15, 2019 Nathan B. Warren, Sara Hanson, and Hong Yuan , 2019, 19-111-02
Managers should be careful with new tip-requesting technology. In online delivery, quick-service food, and beauty service settings, requesting a tip before (versus after) completing a service reduced return intentions, diminished word of mouth, lowered online ratings, and resulted in smaller tips.
Best of MSI - Sustaining Motivation in Customers, Employees, and YourselfFeb 13, 2019
Szu-chi Huang, Stanford University
Szu-Chi Huang will discuss research that provides key insights into motivating actions, and more importantly, sustaining these actions.
How Mobile Self-Scanning Use Influences Consumers’ Grocery PurchasesFeb 13, 2019 Maya Vuegen, Anne Ter Braak, Lien Lamey, and Kusum L. Ailawadi, 2019, 19-109-02
As grocery retailers experiment with mobile self-scanners, this study shows that the spending feedback they offer seems to encourage shoppers to stretch their budget with private labels.
Distrust Lowers Attitudinal Ambivalence: Why Watching Fox News Triggers More Extreme Product AttitudesFeb 11, 2019 Anne-Sophie Chaxel, Yegyu Han, Dahee Han, and J. Edward Russo, 2019, 19-108-02
"Distrusting" platforms seem to trigger more extreme attitudes - even toward brands. After a Fox News clip was aired, a commercial boosted the loyalty of brand buyers, but decreased the likelihood of non-buyers to try the product.
Best of MSI - It’s Time for HappinessJan 31, 2019
Cassie Mogilner Holmes, University of California, Los Angeles
Consumers want to be happy, and marketers want to connect with their consumers through this fundamental emotion. Cassie Mogilner Holmes will share the past decade of research illuminating the nature of happiness to reveal the critical role of time.
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