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Articles 1 - 12 of 12
Full-Text Articles in Sales and Merchandising
Artificial Empathy In Marketing Interactions: Bridging The Human-Ai Gap In Affective And Social Customer Experience, Yuping Liu-Thompkins, Shintaro Okazaki, Hairong Li
Artificial Empathy In Marketing Interactions: Bridging The Human-Ai Gap In Affective And Social Customer Experience, Yuping Liu-Thompkins, Shintaro Okazaki, Hairong Li
Marketing Faculty Publications
Artificial intelligence (AI) continues to transform firm-customer interactions. However, current AI marketing agents are often perceived as cold and uncaring and can be poor substitutes for human-based interactions. Addressing this issue, this article argues that artificial empathy needs to become an important design consideration in the next generation of AI marketing applications. Drawing from research in diverse disciplines, we develop a systematic framework for integrating artificial empathy into AI-enabled marketing interactions. We elaborate on the key components of artificial empathy and how each component can be implemented in AI marketing agents. We further explicate and test how artificial empathy generates …
The Role Of Response Efficacy And Risk Aversion In Promoting Compliance During Crisis, Veronica L. Thomas, Hooman Mirahmad, Grace Kemper
The Role Of Response Efficacy And Risk Aversion In Promoting Compliance During Crisis, Veronica L. Thomas, Hooman Mirahmad, Grace Kemper
Marketing Faculty Publications
This research examines consumers' compliance with behaviors that focus on preventing the spread of COVID‐19. Drawing on Protection Motivation Theory and research on efficacy, we find that, during a pandemic, consumers who have higher perceptions of response efficacy are less likely to engage in risky consumption behaviors (Study 1) and more likely to engage in protective consumption behaviors (Study 2). This effect is moderated by risk aversion, such that as risk aversion increases, COVID‐compliant behaviors increase even when consumers do not believe in their ability to effectuate change. Further, the relationship between response efficacy and COVID‐compliant behaviors is mediated by …
Customer Gaze Estimation In Retail Using Deep Learning, Shashimal Senarath, Primesh Pathirana, Dulani Meedeniya, Sampath Jayarathna
Customer Gaze Estimation In Retail Using Deep Learning, Shashimal Senarath, Primesh Pathirana, Dulani Meedeniya, Sampath Jayarathna
Computer Science Faculty Publications
At present, intelligent computing applications are widely used in different domains, including retail stores. The analysis of customer behaviour has become crucial for the benefit of both customers and retailers. In this regard, the concept of remote gaze estimation using deep learning has shown promising results in analyzing customer behaviour in retail due to its scalability, robustness, low cost, and uninterrupted nature. This study presents a three-stage, three-attention-based deep convolutional neural network for remote gaze estimation in retail using image data. In the first stage, we design a mechanism to estimate the 3D gaze of the subject using image data …
Identity Authentication Security Management In Mobile Payment Systems, Feng Wang, Ge Bao Shan, Yong Chen, Xianrong Zheng, Hong Wang, Sun Mingwei, Li Haihua
Identity Authentication Security Management In Mobile Payment Systems, Feng Wang, Ge Bao Shan, Yong Chen, Xianrong Zheng, Hong Wang, Sun Mingwei, Li Haihua
Information Technology & Decision Sciences Faculty Publications
Mobile payment is a new payment method offering users mobility, reachability, compatibility, and convenience. But mobile payment involves great uncertainty and risk given its electronic and wireless nature. Therefore, biometric authentication has been adopted widely in mobile payment in recent years. However, although technology requirements for secure mobile payment have been met, standards and consistent requirements of user authentication in mobile payment are not available. The flow management of user authentication in mobile payment is still at its early stage. Accordingly, this paper proposes an anonymous authentication and management flow for mobile payment to support secure transaction to prevent the …
Fashion Brand Love: Application Of A Cognition–Affect–Conation Model, Tae-Im Han, Dooyoung Choi
Fashion Brand Love: Application Of A Cognition–Affect–Conation Model, Tae-Im Han, Dooyoung Choi
STEMPS Faculty Publications
A large numbers of studies have supported the crucial role of brand love in consumer–brand relationships; however, research that examines fashion brand love and its relationship with cognitive aspects and self-concept congruency remains limited. Therefore, the purpose of this study was to identify important factors that are associated with fashion brand love. A questionnaire in which participants provided self-reported responses was created to measure the constructs and structural equation modeling (SEM) and independent sample t-tests were conducted to test the hypothesized relationships. Our results indicated that consumers who know more about fashion brands are more likely to have stronger emotional …
Retail Tales And Tribulations: Transmedia Brands, Consumer Products, And The Significance Of Shop Talk, Avi Santo
Communication & Theatre Arts Faculty Publications
This article challenges media studies scholars to pay closer attention to retail spaces as sites that mediate how entertainment franchises engage consumers. Examining retail through a media industries lens, it argues that retail is a site of struggle among retailers and brand owners over how brand stories are told, if at all. The article explores both the storytelling devices used in telling Frozen and Sesame Street stories at Target and how shop talk among retailers, brand owners, and manufacturers shapes the kinds of stories that entertainment properties can tell at retail, especially as those stories intersect with retail imaginings of …
Mediated Merchandise, Merchandisable Media: An Introduction, Elizabeth Affuso, Avi Santo
Mediated Merchandise, Merchandisable Media: An Introduction, Elizabeth Affuso, Avi Santo
Communication & Theatre Arts Faculty Publications
There are many reasons why film and media scholars ought to take merchandise seriously. That filmrelated merchandise is a lucrative part of the film business is only a starting point, but still a good place to start. In 2018, character and entertainment licensing accounted for 44.7% of retail sales of licensed merchandise, generating $121.53 billion in sales. [1] [#N1] This earned entertainment companies approximately $6.2 billion in royalties. [2] [#N2] Not surprisingly, five of the top ten licensors are entertainment companies, with Disney positioned at the top with $53 billion in merchandise sales. Universal Studios is ranked 4th ($7.3 billion), …
Examining The Role Of Price Fairness In Sport Consumer Ticket Purchase Decisions, Stephen L. Shapiro, Brendan Dwyer, Joris Drayer
Examining The Role Of Price Fairness In Sport Consumer Ticket Purchase Decisions, Stephen L. Shapiro, Brendan Dwyer, Joris Drayer
Human Movement Sciences Faculty Publications
Ticket pricing in professional sports is transitioning from a cost-based to demand-based approach. It has been argued that consumer perceptions of fairness regarding demand-based ticket pricing could influence purchase decisions. Perceptions of unfair pricing practices can lead to dissatisfaction and negatively affect purchase behavior. However, familiarity with demand-based pricing strategies could mitigate perceptions that real-time price fluctuations are unfair to the consumer. Guided by transaction utility theory, the current study examined the relationship between various ticket offers, consumer perceptions of fairness, familiarity, and intentions to purchase professional sports tickets. The findings support previous theory suggesting perceptions of fairness and purchase …
Training Needs Of A Worldwide Military Exchange Salesforce, Chelsea Camarda
Training Needs Of A Worldwide Military Exchange Salesforce, Chelsea Camarda
OTS Master's Level Projects & Papers
The problem of this study was to determine the training needs of a worldwide military exchange salesforce to enhance their ability to train store personnel on product knowledge and customer service at military exchange stores.
Proceed To Checkout? The Impact Of Time In Advanced Ticket Purchase Decisions, Brendan Dwyer, Joris Drayer, Stephen L. Shapiro
Proceed To Checkout? The Impact Of Time In Advanced Ticket Purchase Decisions, Brendan Dwyer, Joris Drayer, Stephen L. Shapiro
Human Movement Sciences Faculty Publications
When purchasing tickets in advance, sports consumers are often faced with uncertainty. Most notably, in today's real-time environment, it can be challenging for consumers to determine how ticket prices and seat availability will change over time. Guided by the generic advanced-booking decision model, the current study investigated the role of time, ticket source (primary or secondary market), and team identification in advanced ticket purchasing by exploring a consumer's perceptions of ticket availability and finding a lower price. The results suggest the perceived likelihood of ticket availability and finding a lower priced ticket increased as the date of the game drew …
The Role Of Technology In Enabling Sales Support, Aaron D. Arndt, Jason Harkins
The Role Of Technology In Enabling Sales Support, Aaron D. Arndt, Jason Harkins
Marketing Faculty Publications
The purpose of this research is to develop a framework explaining how technology can enable sales support. Sales support technology is often used to assist salespeople with a variety of transaction activities, such as prospecting, communicating, scheduling appointments, and processing orders. Sales support technology can be categorized as automation and facilitative technology. Our framework explains when a technology is appropriate for a particular sales activity based on workload and customization. It also proposes who should use a technology based on orientation towards sales revenue or cost control goals. Then, we develop managerial recommendations and propose directions for future research.
Distinguishing Sales Professionals From Their Marketing Counterparts: An Empirical Inquiry, Patricia Knowles, Anusorn Singhapakdi
Distinguishing Sales Professionals From Their Marketing Counterparts: An Empirical Inquiry, Patricia Knowles, Anusorn Singhapakdi
Marketing Faculty Publications
Sales and other marketing professionals were compared in terms of some of their demographic, socioeconomic, and psychographic characteristics. It was generally expected that sates professionals would be different from the other marketing professionals in the sample. Regarding demographic and socioeconomic characteristics, more sales than other marketing professionals were male and they were less affluent. They also had fewer years of business experience. In terms of their personal values and moral philosophies, sales professionals, despite a general consensus evidenced in many leading sales and sales management texts that they are different from other employees, are generally speaking, very similar.