Automated Electronic Word of Mouth Suggestions from the Firm: Untapped Potential or Inevitable Backlash?Mar 17, 2020 Jonathan M. Beck, Clay M. Voorhees, Paul W. Fombelle, and Katherine N. Lemon, 2020, 20-107
Some marketers worry about backlash to automated digital campaigns, but this study suggests that managers can safely nudge their customers to share pre-generated comments without fear. In fact, the more positive the message, the better: more sharing online and spillover to offline spending.
Not All Debt Is Created Equal: On the Mental Accounting of Debt FormsJun 26, 2019 Eesha Sharma, Dartmouth College, Stephanie Tully, University of Southern California, and Cynthia Cryder, Washington University, 2019, 19-121-06
Consumers are less likely to think of credit (versus loans) as "money to be repaid" rather than "money to be spent." These mental representations are consequential - they influence consumer willingness to incur debt and concerns about repaying.
The Economic Value of Meta-Report Cards: The Case of AutomobilesOct 25, 2018 Guneet Kaur Nagpal and Rajdeep Grewal , 2018, 18-133-10
How do meta-report cards for products -- which simply synthesize expert reviews, ratings, and rankings -- influence consumer decisions and market demand? The 2007 introduction of U.S. News & World Report meta-report card on the auto industry offered a natural experiment.
Sustaining Motivation in Customers, Employees, and YourselfSep 14, 2018 Szu-chi Huang, Stanford University
Customers can be fickle; they abandon great products and established brands. Employees will slack at work. And you—the future leaders—may procrastinate from critical work. Szu-Chi Huang will discuss research that provides key insights into motivating actions, and more importantly, sustaining these actions.
Shut Up and Listen to MeMay 02, 2018 Frank Grillo, Chief Marketing Officer, Harte Hanks
It’s time we start seeing customers in the digital world as the humans they really are; treat them that way; earn their trust by paying attention to what they want and need; and engage them in the conversations they want to have.
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