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