Asking customers to leave specific tip amounts before food is delivered or provided prompts larger gratuities but also leads to lower satisfaction—especially if the payment page design is crowded, I found in new research ...
Economics & Business
Apr 19, 2022
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Across industries, conservatives are more satisfied than liberals with the products and services they consume, according to a study of more than 326,000 U.S. consumers by an international research team from Rice University, ...
Economics & Business
Nov 12, 2021
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Researchers from University of Oxford published a new paper in the Journal of Marketing that examines the use of chatbots in customer-service roles and finds that when customers are angry, humanlike chatbots can negatively ...
Economics & Business
Oct 20, 2021
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Parcel delivery companies failed to keep customers satisfied during lockdown, with a "remarkable" decline in their service rating, according to new research.
Economics & Business
Sep 2, 2021
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Researchers from San Diego State University, University of North Carolina at Greensboro, and University of Georgia published a new paper in the Journal of Marketing that shows that customer dissatisfaction with M&As can ...
Economics & Business
Aug 5, 2021
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2
Researchers from George Mason University, University of Manitoba, Colorado State University, and Georgetown University published a new paper in the Journal of Marketing that examines an unintended customer consequence of ...
Economics & Business
Jul 23, 2021
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4
Researchers from University of Mannheim published a new paper in the Journal of Marketing that examines the effect of wage inequality on customer satisfaction and firm performance.
Economics & Business
Jul 8, 2021
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5
Researchers from University of Sydney, University of Florida, and Rutgers University published a new paper in the Journal of Marketing that examines the role of serendipity in customer satisfaction and how marketers can provide ...
Economics & Business
May 25, 2021
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3
In Lily Tomlin's classic SNL comedy sketch, her telephone operator "Ernestine" famously delivers the punchline, "We don't care. We don't have to. We're the Phone Company." But new research finds that satisfied customers mean ...
Economics & Business
Feb 2, 2021
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4
New research co-authored by a Rice University professor of marketing finds that businesses interested in improving their stock prices should focus on improving customer satisfaction.
Economics & Business
Nov 10, 2020
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