Product and Service Management
Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle CostsSep 24, 2018 Anthony Dukes and Yi Zhu, 2018, 18-126-09
Customer frustration by design? Firms use tiered structures in customer service to control redress costs and screen claims, but forcing dissatisfied customers to incur hassle costs may damage brand reputation in the long run.
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.
Atypicality and Cultural SuccessJan 25, 2018 Jonah Berger and Grant Packard, 2018, 18-101-01
Why do some things catch on and others don't? This study of thousands of songs showed that atypicality may be key: A 16% increase in lyrical differentiation was associated with a one-position improvement in chart ranking.
Detecting Fictitious Consumer Reviews: A Theory-Driven Approach Combining Automated Text Analysis and Experimental DesignOct 4, 2017 Ann Kronrod, Jeffrey K. Lee, and Ivan Gordeliy, 2017, 17-124-10
How to tell if that glowing (or scathing) consumer product review is authentic.
Crisis Management Strategies and the Long-term Effects of Product Recalls on Firm ValueSep 19, 2017 Yan Liu, Venkatesh Shankar, and Wonjoo Yun, 2017, 17-121-09
This study shows that during product recalls, doing the right thing for your customers is good for your business in the long run.
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