Product and Service Management
The Manipulative Art of Pre-Service Tip ElicitationFeb 15, 2019 Nathan B. Warren, University of Oregon, Sara Hanson, University of Richmond, and Hong Yuan, University of Oregon, 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
On average, U.S. consumers spend 13 hours year in calling queues. This game-theoretic model examines organizational incentives to make dissatisfied customers "jump through hoops". While tiered CSO structures may help firms control redress costs and screen claim, customer frustration "by design" can also damage reputation and, ultimately, erode profitability.
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
Four experiments show that consumers systematically devalue unattractive produce because of altered (negative) self-perceptions. But simple cues can have a big impact: An intervention strategy aimed at boosting self-esteem increased willingness to pay by 22.4%, 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
Increasingly, managers of digital platforms depend on consumer trust and on an abundance of authentic user-generated content. This novel method leverages linguistic theory, experiment-driven data sampling, and automated text analysis to identify potentially fictitious product reviews.
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