Customer Relationships and Experiences
Service Robots Rising: How Humanoid Robots Influence Service Experiences and Food ConsumptionOct 18, 2017 Martin Mende, Maura L. Scott, Jenny van Doorn, Ilana Shanks, and Dhruv Grewal, 2017, 17-125
How do consumers feel about service encounters with highly human-like robots?
Brand Hero or Helper? Understanding Customers’ Core Psychological NeedsOct 13, 2017 Keisha Cutright, Duke University
Keisha Cutright will draw on her research on branding and consumer psychology to highlight the core psychological needs—esteem, meaning, belonging, and control—that marketers would be wise to consider in their decision making.
The “4 Minds” Framework of Customer Decision MakingOct 13, 2017 Ryan Hamilton, Emory University
Ryan Hamilton will present a practical tool for understanding and applying the science of decision making. The “4 Minds” framework synthesizes research to help marketers identify which area of decision-making science is most likely to apply to their firm, market, and customers.
Crisis Management Strategies and the Long-term Effects of Product Recalls on Firm ValueSep 19, 2017 Yan Liu, Venkatesh Shankar, and Wonjoo Yun, 2017, 17-121
This study shows that during product recalls, doing the right thing for your customers is good for your business in the long run.
What Should Marketers Read? 3 Selections from UMD’s Wendy MoeSep 18, 2017
Reading list for marketers, curated by our Academic Trustees
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