All Reports
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Measuring Customer Experiences: A Text-Based and Pictorial Scale
Jun 10, 2019 Markus Gahler, Jan F. Klein, and Michael Paul, 2019, 19-119These two scales - one text-based and one icon-based - can provide marketers precise measures of CX performance in real time.
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Last Place Aversion in Queues
May 17, 2019 Ryan W. Buell, 2019, 19-118-05Last place aversion undermines customer experiences and behaviors, but queue transparency can be an effective design lever to stave off the negative effects.
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Lead by Example? Custom-Made Examples Created by Close Others Lead Consumers to Make Dissimilar Choices
May 15, 2019 Jennifer K. D’Angelo, Kristin Diehl, and Lisa A. Cavanaugh, 2019, 19-117-05Novel evidence that custom-made, identity-related products created by a close other can motivate individuals to express uniqueness in their own customization choices.
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Good Vibrations: Consumer Responses to Technology-Mediated Haptic Feedback
Apr 12, 2019 Rhonda Hadi and Ana Valenzuela, 2019, 19-116-04In the right setting - such as physical fitness and health contexts, haptic feedback may be an easy way to positively influence consumers’ responses to the message and the sender.
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Multichannel Customer Onboarding
Apr 11, 2019 Stephen A. Samaha, Irina V. Kozlenkova, Jordan W. Moffett, and Robert W. Palmatier, 2019, 19-115-04Marketers know that onboarding is critical. This study offers evidence of the relatively short time window to build a relationship foundation for long-lasting effects.