Customer Relationships and Experiences
Last Place Aversion in QueuesMay 17, 2019 Ryan W. Buell, 2019, 19-118-05
Last-place aversion is consequential for customer satisfaction and firm profits - customers who are last in line are twice as likely to switch or renege from the queue. Queue transparency can help. So can "eliminating" last place - experimentally ensuring that no one ever perceived themselves to be in last place reduced defections by 43.5%.
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?
Poster: Branding in the New World: How Luxury Consumption, Social Comparison, and Brand Secrecy Impact Symbolic ConsumptionApr 15, 2019 Dafna Goor, Harvard University
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