Product and Service Management
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 Service Intervention on Social MediaJun 01, 2016
It’s important to uncover the relationship that drives consumer sentiment (from Marketing Science).
Marketing Interfaces: Consumer Behavior in the Evolving Digital EnvironmentApr 15, 2016 S. Adam Brasel, Boston College
Based on experimental research, Adam Brasel will explore how understanding new marketing interfaces, such as touchscreens and media multitasking, can be just as important as understanding the content they are used to access.
The Impact of Online Product Reviews on Product ReturnsJan 28, 2016 Nachiketa Sahoo, Chrysanthos Dellarocas, and Shuba Srinivasan, 2016, 16-101
Analysis of transaction-level data from a multi-channel, multi-brand specialty retailer suggests that online consumer reviews help shoppers make better purchase decisions—leading to lower product returns.
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