Customer Relationships and Experiences
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.
Designing Consumer AIApr 17, 2019
Markus Giesler, York University and Stefano Puntoni, Erasmus University
What fears preclude consumers from adopting AI and how can managers successfully address them?
Poster: Love, Lies, and Money: Financial Infidelity within Romantic RelationshipsApr 15, 2019 Hristina Nikolova, Boston College
Romantic relationships are built on trust, yet when it comes to money, partners are not always honest about their financial practices.
Poster: Online Reputation ManagementApr 15, 2019 Georgios Zervas, Boston University
With the increasing impact of online reviews on consumer decision making, what can firms do to manage their online reputations?
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