Product and Service Management
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.
Why Customer Service Frustrates Consumers: Using a Tiered Organizational Structure to Exploit Hassle CostsSep 24, 2018 Anthony Dukes and Yi Zhu, 2018, 18-126-09
Customer frustration by design? Firms use tiered structures in customer service to control redress costs and screen claims, but forcing dissatisfied customers to incur hassle costs may damage brand reputation in the long run.
Ugly Food, Negative Feelings: Why Consumers Won’t Pay More for Unattractive ProduceAug 9, 2018 Lauren Grewal, Jillian Hmurovic, Cait Lamberton, and Rebecca Walker Reczek, 2018, 18-123-08
Simple cues can have a big impact: Research suggests low-cost, easily-implementable interventions to market "ugly" produce, mitigating food waste and protecting the bottom line.
Atypicality and Cultural SuccessJan 25, 2018 Jonah Berger and Grant Packard, 2018, 18-101-01
Why do some things catch on and others don't? This study of thousands of songs showed that atypicality may be key: A 16% increase in lyrical differentiation was associated with a one-position improvement in chart ranking.
Detecting Fictitious Consumer Reviews: A Theory-Driven Approach Combining Automated Text Analysis and Experimental DesignOct 4, 2017 Ann Kronrod, Jeffrey K. Lee, and Ivan Gordeliy, 2017, 17-124-10
How to tell if that glowing (or scathing) consumer product review is authentic.
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