Product and Service Management
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.
Challenging the Marketing Status QuoMay 01, 2019
David Gal, University of Illinois at Chicago
Why do businesses fail to adapt as circumstances evolve? In this webinar, David Gal draws on lessons from the history of warfare, business, and science to identify the forces that serve to protect the status quo and how these forces can be overcome.
Poster: Organizational Buying and Innovation Adoption Under Share of Wallet ContractsApr 15, 2019 Navid Mojir, Harvard University
Navid Mojir explores the impact of “share of wallet” contracts on purchasing decisions and how they can potentially speed up diffusion of innovation in the context of a medical device market.
The Manipulative Art of Pre-Service Tip ElicitationFeb 15, 2019 Nathan B. Warren, Sara Hanson, and Hong Yuan , 2019, 19-111-02
Managers should be careful with new tip-requesting technology. In online delivery, quick-service food, and beauty service settings, requesting a tip before (versus after) completing a service reduced return intentions, diminished word of mouth, lowered online ratings, and resulted in smaller tips.
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