Product and Service Management
All Types
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Articles
Effect of eWOM on Sales
Oct 23, 2016Meta-analysis offers generalized empirical findings – what works and what doesn’t (from Journal of Marketing Research).
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Articles
Research Grants Target CX: Getting Marketing Right in Real Time
Sep 09, 2016
Getting marketing right in real time is a priority for MSI members. How can firms hit just the right notes at the right point in the customer journey? In a first round of funding, MSI has funded 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.
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Reports
Understanding Frontline Problem-solving Dynamics Using Video Recordings of Service Failure Interactions
Aug 1, 2016 Jagdip Singh, Detelina Marinova, and Sunil Singh, 2016, 16-122
After a service failure, customers value frontline employees' problem-solving work, whatever the outcome. Empathy, on the other hand, can be unhelpful.
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Articles
Effects of Service Intervention on Social Media
Jun 01, 2016
It’s important to uncover the relationship that drives consumer sentiment (from Marketing Science).
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Presentations
Marketing Interfaces: Consumer Behavior in the Evolving Digital Environment
Apr 15, 2016 S. Adam Brasel, Boston CollegeBased on experimental research, Adam Brasel will explore how understanding new marketing interfaces, such as touchscreens and media multitasking, can be just as important as understanding the content they are used to access.
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