The Past, Present, and Future of Customer ManagementOct 16, 2019 Elliot Shin Oblander, Sunil Gupta, Carl F. Mela, Russell S. Winer, and Donald R. Lehmann , 2019, 19-133
This high-level overview, curated by leading academics, offers a brief history of how businesses have sought to optimize customer relations and profitability via customer management - and the pivotal contributions of academic research.
Visual Elicitation of Brand PerceptionSep 18, 2019 Daria Dzyabura, New Economic School, Moscow and Renana Peres, Hebrew University of Jerusalem, 2019, 19-132
A new method and platform for direct, unaided, large-scale quantitative elicitation of brand perceptions. Machine learning and visual analytics extract systematic content associations from consumer-created collages, resulting in a rich set of brand associations for each brand.
Mobile Payment Adoption: An Empirical Investigation on AlipaySep 18, 2019 Yuqian Xu, University of Illinois at Urbana-Champaign, Anindya Ghose, New York University, and Binqing Xiao, Nanjing University, 2019, 19-131
This work -- among the first to explore the determinants and outcomes of mobile payment adoption on other payment channels -- has important implications for bank and retail managers as they respond to changes in consumer payment consumption behavior.
Self-Effacing versus Self-Enhancing Brand Appeals: The Influence of Impression Management Styles on Consumption BehaviorSep 12, 2019 Tessa Garcia-Collart, Florida International University, and Jessica Rixom, University of Nevada, 2019, 19-130
Marketers don't need to shy away from boastful brand appeals when product efficacy is important to the category and the target consumer.
Information Disclosure in Negotiating with Informed CustomersSep 12, 2019 Michael Ahearne, University of Houston, Yashar Atefi, Zachary Hall, Sebastian Hohenberg, and Florian Zettelmeyer, 2019, 19-129
A simple strategy may help firms realize their full aftermarket potential. This auto industry study showed that disclosing the manufacturer's invoice upfront built buyer trust that paid off in the backend: customers were more likely to come back for service a year later.