Product and Service Management
The Effects of B2B Service Innovations on Firm Value and Firm Risk: How Do They Differ from Those of B2C Service Innovations?Nov 21, 2016 Thomas Dotzel and Venkatesh Shankar, 2016, 16-132
What are the return and risk outcomes of B2B and B2C service innovations?
Effect of eWOM on SalesOct 23, 2016
Meta-analysis offers generalized empirical findings – what works and what doesn’t (from Journal of Marketing Research).
Research Grants Target CX: Getting Marketing Right in Real TimeSep 09, 2016
Getting marketing right in real time is a priority for MSI members. How can firms hit just the right notes at the right point in the customer journey? In a first round of funding, MSI has funded 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.
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.
Effects of Affect on Consumer Behavior: A Meta-Analytic IntegrationJun 22, 2016 Nancy M. Puccinelli , Dhruv Grewal, Scott Motyka, Susan A. Andrzejewski, and Tamar Avnet, 2016, 16-114
The first study to quantitatively synthesize research on the effects of consumer affective feelings on evaluations and behavior
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