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Articles 1 - 30 of 151
Full-Text Articles in Business
Uncovering Merchants’ Willingness To Wait In On-Demand Food Delivery Markets, Jian Liang, Ya Zhao, Hai Wang, Zuopeng Xiao, Jintao Ke
Uncovering Merchants’ Willingness To Wait In On-Demand Food Delivery Markets, Jian Liang, Ya Zhao, Hai Wang, Zuopeng Xiao, Jintao Ke
Research Collection School Of Computing and Information Systems
While traditional on-demand food delivery services help restaurants reach more customers and enable doorstep deliveries, they also come with drawbacks, such as high commission fees and limited control over the delivery process. White-label food delivery services have emerged as an alternative, ready-to-use platform for restaurants to arrange delivery for customer orders received through their applications or websites, without the constraints imposed by traditional on-demand food delivery platforms or the need to develop an in-house delivery operation. Although several studies have investigated consumer behavior when using traditional on-demand food delivery services, there is limited research on merchants’ behavior when adopting white-label …
Autonomous Stores: How Levels Of In-Store Automation Affect Store Patronage, Sabine Benoit, Birgit Altrichter, Dhruv Grewal, Carl-Philip Ahlbom
Autonomous Stores: How Levels Of In-Store Automation Affect Store Patronage, Sabine Benoit, Birgit Altrichter, Dhruv Grewal, Carl-Philip Ahlbom
Research Collection Lee Kong Chian School Of Business
Autonomous stores operate without needing on -site staff present to support and monitor customers. This study seeks to determine which autonomous stores are most likely to succeed. By adapting convenience theory and drawing on secondary and qualitative data, the authors identify unique features of autonomous stores that constitute convenience dimensions: options for check -in (access convenience), staff support (assistance convenience), check -out (transaction convenience), and to allow customers to check their itemized baskets (verification convenience). Perceptions of convenience, autonomy, and safety explain the influences of unique store features. A conjoint experiment provides a test of the direct effects of each …
The Science Of Creating Brand Associations: A Continuous Trinity Model Linking Brand Associations To Learning Processes, Christilene Du Plessis, Serena D'Hooge, Steven Sweldens
The Science Of Creating Brand Associations: A Continuous Trinity Model Linking Brand Associations To Learning Processes, Christilene Du Plessis, Serena D'Hooge, Steven Sweldens
Research Collection Lee Kong Chian School Of Business
The Continuous Trinity Model (CTM) of brand associations integrates 50 years of consumer learning research with recent conceptualizations of consciousness. Three types of brand associations are proposed at the representational level (expectations, meaning, and affect), corresponding to three types of learning at the process level (predictive learning, referential learning, and direct affect transfer). A core proposition derived from research on automaticity holds that the operating conditions of the learning processes vary on a continuum from mostly System 2 for predictive learning to mostly System 1 for direct affect transfer, with referential learning as a mix of the two. The CTM …
Leveraging In-Store Technology And Ai: Increasing Customer And Employee Efficiency And Enhancing Their Experiences, Dhruv Grewal, Sabine Benoit, Stephanie Noble, Abhijit Guha, Carl-Philip Ahlbom, Jens Nordfalt
Leveraging In-Store Technology And Ai: Increasing Customer And Employee Efficiency And Enhancing Their Experiences, Dhruv Grewal, Sabine Benoit, Stephanie Noble, Abhijit Guha, Carl-Philip Ahlbom, Jens Nordfalt
Research Collection Lee Kong Chian School Of Business
Due to digital innovations, retailing is undergoing radical changes. Scholars have proposed frameworks to address outcomes of implementing technology e.g., an increased customer experience, efficiency gains, consumer or employee acceptance. Existing frameworks concentrate primarily on the consumer perspective, focus on specific technologies (e.g., AI) and covering the customer journey. In contrast, this paper also focuses on the employee perspective, and how technology influences the employee journey. Since the convenience offered by online retailers puts offline retailers under pressure, this research focuses on in-store technology. Based on a comprehensive review of managerial and academic literature and expert interviews, we propose a …
Immersive Retailing: The In-Store Experience, Henrik Hagtvedt, Chandukala, Sandeep R.
Immersive Retailing: The In-Store Experience, Henrik Hagtvedt, Chandukala, Sandeep R.
Research Collection Lee Kong Chian School Of Business
This conceptual article explores why consumers visit physical stores—despite living in a digital-first world—and presents potential ways for retailers to further encourage offline shopping. Although online retailing tends to offer the greatest convenience, brick-and-mortar outlets can offer an immersive in-store experience that combines convenience and interest. The present exposition considers store features within a 2 × 2 typology of convenience and interest and illustrates how these features contribute, or fail to contribute, to immersive in-store experiences. Other factors, such as ambient stimuli that elicit sensory- and aesthetic pleasure, provide additional paths to immersion. The notions raised may serve as a …
Consumers’ Reaction To Corporate Esg Performance: Evidence From Store Visits, Frank Weikai Li, Frank Weikai Li, Roni Michaely
Consumers’ Reaction To Corporate Esg Performance: Evidence From Store Visits, Frank Weikai Li, Frank Weikai Li, Roni Michaely
Research Collection Lee Kong Chian School Of Business
Using micro-level data on consumer shopping behavior, this paper investigates end-consumers’ attitudes toward firms’ ESG behavior, and as importantly, the ability of consumers to affect firms’ policy concerning sustainability issues. We find that consumers care about firms’ approach toward ESG, and consumers’ behavior can impact firms’ attitudes. Using ESG incidents as a proxy, we find that the reduction in store visits is more pronounced for ESG-conscious consumers, such as those living in democratic counties, and counties with a higher fraction of educated and younger residents. Online shopping interest data yields similar results. Using abnormally hot temperature as a shock to …
Catching The Fast Payments Trend: Optimal Designs And Leadership Strategies Of Retail Payment And Settlement Systems, Zhiling Guo, Dan Ma
Catching The Fast Payments Trend: Optimal Designs And Leadership Strategies Of Retail Payment And Settlement Systems, Zhiling Guo, Dan Ma
Research Collection School Of Computing and Information Systems
Recent financial technologies have enabled fast payments and are reshaping retail payment and settlement systems globally. We developed an analytical model to study the optimal design of a new retail payment system in terms of settlement speed and system capability under both bank and fintech firm heterogeneous participation incentives. We found that three types of payment systems emerge as equilibrium outcomes: batch retail (BR), expedited retail (ER), and real-time retail (RR) payment systems. Although the base value of the payment service positively affects both settlement speed and system capability, the expected liquidity cost negatively impacts settlement speed, and total transaction …
Forecasting Airport Transfer Passenger Flow Using Realtime Data And Machine Learning, Xiaojia Guo, Yael Grushka-Cockayne, Bert De Reyck
Forecasting Airport Transfer Passenger Flow Using Realtime Data And Machine Learning, Xiaojia Guo, Yael Grushka-Cockayne, Bert De Reyck
Research Collection Lee Kong Chian School Of Business
Problem definition: In collaboration with Heathrow airport, we develop a predictive system that generates quantile forecasts of transfer passengers’ connection times. Sampling from the distribution of individual passengers’ connection times, the system also produces quantile forecasts for the number of passengers arriving at the immigration and security areas. Academic/Practical relevance: Airports and airlines have been challenged to improve decision-making by producing accurate forecasts in real time. Our work is the first to apply machine learning for predicting real-time quantile forecasts in the airport. We focus on passengers’ connecting journeys, which have only been studied by few researchers. Better forecasts of …
Consumers’ Preferences For Ethical Entertainment Consumption: Conceptualization, Development, And Validation Of A Scale, Avirupa Basu, Tamas Makany, Pratap Chandra Mandal, Ashutosh Bishnu Murti
Consumers’ Preferences For Ethical Entertainment Consumption: Conceptualization, Development, And Validation Of A Scale, Avirupa Basu, Tamas Makany, Pratap Chandra Mandal, Ashutosh Bishnu Murti
Research Collection Lee Kong Chian School Of Business
Our study describes the conceptualization, development, and validation of a reliable scale to measure the Consumers’ Preferences for Ethical Entertainment Consumption (CPEEC) in the context of OTT platforms. Past literature has addressed Ethical Consumption in various contexts that hold significant importance among consumers. However, there is limited literature on the Ethical Consumption in the domain of OTT entertainment, which is a new and burgeoning field of literature. Conceptualizing and developing a measurement scale for CPEEC will help measure the ethicality of entertainment like films, web shows and reality shows. The CPEEC scale is developed and validated by performing 33 in-depth …
Anchorage: Visual Analysis Of Satisfaction In Customer Service Videos Via Anchor Events, Kam Kwai Wong, Xingbo Wang, Yong Wang, Jianben He, Rong Zhang, Huamin Qu
Anchorage: Visual Analysis Of Satisfaction In Customer Service Videos Via Anchor Events, Kam Kwai Wong, Xingbo Wang, Yong Wang, Jianben He, Rong Zhang, Huamin Qu
Research Collection School Of Computing and Information Systems
Delivering customer services through video communications has brought new opportunities to analyze customer satisfaction for quality management. However, due to the lack of reliable self-reported responses, service providers are troubled by the inadequate estimation of customer services and the tedious investigation into multimodal video recordings. We introduce , a visual analytics system to evaluate customer satisfaction by summarizing multimodal behavioral features in customer service videos and revealing abnormal operations in the service process. We leverage the semantically meaningful operations to introduce structured event understanding into videos which help service providers quickly navigate to events of their interest. supports a comprehensive …
The Impact Of Subscription Programs On Customer Purchases, Raghu Iyengar, Young-Hoon Park, Qi Yu
The Impact Of Subscription Programs On Customer Purchases, Raghu Iyengar, Young-Hoon Park, Qi Yu
Research Collection Lee Kong Chian School Of Business
Subscription programs have become increasingly popular among a wide variety of retailers and marketplace platforms. Subscription programs give members access to a set of exclusive benefits for a fixed fee upfront. In this paper, we examine the causal effect of a subscription program on customer behavior. To account for self-selection and identify the individual-level treatment effects, we combine a difference-in-differences approach with a generalized random forests procedure that matches each member of the subscription program with comparable non-members. We find subscription leads to a large increase in customer purchases. The effect of subscription is economically significant, persistent over time, and …
The Differential Effects Of Csr And Csi On Consumer Willingness To Pay: Implications For Service Providers And Retailers, Sabine Benoit, Julia Hartmann, Christina Sichtmann, Martin Wetzels
The Differential Effects Of Csr And Csi On Consumer Willingness To Pay: Implications For Service Providers And Retailers, Sabine Benoit, Julia Hartmann, Christina Sichtmann, Martin Wetzels
Research Collection Lee Kong Chian School Of Business
Service providers and retailers reselling branded have the discretion to set and adapt prices according to customers’ willingness to pay (WTP). Research often notes markup effects, such that WTP increases in response to corporate social responsibility (CSR) and markdown effects, lowering their WTP for corporate social irresponsibility (CSI). Theory suggests attitude changes to (negative) CSI are stronger than to (positive) CSR, but the extent and whether this difference holds for WTP and across various product types are unknown. Using experimental data, an incentive-compatible measure, and an actual purchase, this article reports on three studies that show that consumers mark up …
Multi-Functional Job Roles To Support Operations In A Multi-Faceted Jewel Enabled By Ai And Digital Transformation, Steven M. Miller
Multi-Functional Job Roles To Support Operations In A Multi-Faceted Jewel Enabled By Ai And Digital Transformation, Steven M. Miller
Research Collection School Of Computing and Information Systems
In this story, we highlight the way in which the use of AI enabled support systems, together with work process digital transformation and innovative approaches to job redesign, have combined to dramatically change the nature of the work of the front-line service staff who protect and support the facility and visitors at the world’s most iconic airport mall and lifestyle destination.
Does Social Media Accelerate Product Recalls? Evidence From The Pharmaceutical Industry, Yang Gao, Wenjing Duan, Huaxia Rui
Does Social Media Accelerate Product Recalls? Evidence From The Pharmaceutical Industry, Yang Gao, Wenjing Duan, Huaxia Rui
Research Collection School Of Computing and Information Systems
Social media has become a vital platform for voicing product-related experiences that may not only reveal product defects but also impose pressure on firms to act more promptly than before. This study scrutinizes the rarely-studied relationship between these voices and the speed of product recalls in the context of the pharmaceutical industry where social media pharmacovigilance is becoming increasingly important for the detection of drug safety signals. Using Federal Drug Administration (FDA) drug enforcement reports and social media data crawled from online forums and Twitter, we investigate whether social media can accelerate the product recall process in the context of …
Out Of The Trap: Conversion Funnel Business Model, Customer Switching Costs, And Industry Profitability, Niloofar Abolfathi, Andrea Fosfuri, Simone Santamaria
Out Of The Trap: Conversion Funnel Business Model, Customer Switching Costs, And Industry Profitability, Niloofar Abolfathi, Andrea Fosfuri, Simone Santamaria
Research Collection Lee Kong Chian School Of Business
Research Summary: Across many industries, firms employ a conversion funnel business model to attract customers with basic and affordable products, generate lock-in, and then sell them more advanced and expensive products. We argue that this business model, coupled with high customer switching costs, results in a market outcome characterized by aggressive pricing and reduced profits. A sudden reduction in customer switching costs disrupts the conversion funnel and can eventually increase industrywide prices and profitability, an outcome that contradicts conventional wisdom in strategy research. We develop a stylized model to formalize our ideas and provide supportive evidence using a difference-in-differences methodology …
Mapping Consumer's Cross-Device Usage For Online Search: Mobile- Vs. Pc-Based Search In The Purchase Decision Process, Sangman Han, Jin K. Han, Il Im, Sung In Jung, Jung Won Lee
Mapping Consumer's Cross-Device Usage For Online Search: Mobile- Vs. Pc-Based Search In The Purchase Decision Process, Sangman Han, Jin K. Han, Il Im, Sung In Jung, Jung Won Lee
Research Collection Lee Kong Chian School Of Business
The ubiquity of both mobile devices and PC’s has enabled the modern-day consumer to engage in cross-platform online searches as a new norm. The accumulated knowledge on cross-device search behavior to date, however, emanates largely from industry reports and at an aggregate level. To better understand the individual consumer’s purchase decision process, we set out to investigate contingencies of what (subject of search), how (device of choice), and when (stage in the buying decision). To this end, we utilize a panel data consisting of clickstream from mobile and PC searches, coupled with entropy-based metric to chart the breadth and depth …
To Buy Green Or Not To Buy Green: Do Structural Dependencies Block Ecological Responsiveness?, Simon J.D. Schillebeeckx, Teemu Kautonen, Henri Hakata
To Buy Green Or Not To Buy Green: Do Structural Dependencies Block Ecological Responsiveness?, Simon J.D. Schillebeeckx, Teemu Kautonen, Henri Hakata
Research Collection Lee Kong Chian School Of Business
Despite the significant increase in interest in sustainable business practices, decisions on switching to more environmentally friendly input materials are understudied. In a conjoint experiment, we presented 267 Finnish manufacturing firms with an opportunity to acquire an alternative, more ecological input material and investigated their willingness to switch to that material. We find that in general, firms are willing to substitute their current principal input with a more ecological alternative under conditions of functional parity. However, such willingness is contingent on the firm’s value creation structures. Specifically, if the products and processes driving the firm’s value creation rely more on …
Augmented Reality In Retail And Its Impact On Sales, Yong Chin Tan, Sandeep R. Chandukala, Srinivas K. Reddy
Augmented Reality In Retail And Its Impact On Sales, Yong Chin Tan, Sandeep R. Chandukala, Srinivas K. Reddy
Research Collection Lee Kong Chian School Of Business
The rise of Augmented Reality (AR) technology presents marketers with promising opportunities to engage customers and transform their brand experience. While firms are keen to invest in AR, research documenting its tangible impact in real-world contexts is sparse. In this article, the authors outline four broad uses of the technology in retail settings. Next, they focus specifically on the use of AR to facilitate product evaluation prior to purchase, and empirically investigate its impact on sales in online retail. Using data obtained from an international cosmetics retailer, they find that AR usage on the retailer’s mobile app is associated with …
Seeking Stability: Consumer Motivations For Communal Nostalgia, Minju Han, George E. Newman
Seeking Stability: Consumer Motivations For Communal Nostalgia, Minju Han, George E. Newman
Research Collection Lee Kong Chian School Of Business
Existing research has examined why consumers are drawn to things from their past (personal nostalgia). However, little empirical work has examined why consumers prefer products that were never a part of their personal history (communal nostalgia). For example, a consumer may purchase vinyl records even though she grew up listening to mp3 files. Here, we find that one reason why consumers may be drawn to communal nostalgia is that it can provide a sense of social stability. Drawing on System Justification Theory (Jost & Banaji, British Journal of Social Psychology, 33, 1994 and 1-27), we demonstrate that perceived threats to …
How Does Firm Scope Depend On Customer Switching Costs? Evidence From Mobile Telecommunications Markets, Niloofar Abolfathi, Simone Santamaria, Charles Williams
How Does Firm Scope Depend On Customer Switching Costs? Evidence From Mobile Telecommunications Markets, Niloofar Abolfathi, Simone Santamaria, Charles Williams
Research Collection Lee Kong Chian School Of Business
This paper examines the relative advantages of single-product and multiproduct firms following changes in customer switching costs. Whereas a single-product firm can closely tailor offerings to customers' needs, a multiproduct firm can create value for customers in the form of flexibility, allowing them to change between product varieties as preferences evolve without needing to switch providers. We argue that this value-creation mechanism is more effective when customers face high switching costs and explore this prediction in the mobile telecommunications sector, using an exogenous policy change (mobile number portability) that suddenly decreases customer switching costs. Our results reveal that when customer …
The Curse Of The Original: How And When Heritage Branding Reduces Consumer Evaluations Of Enhanced Products, Minju Han, George E. Newman, Rosanna K. Smith, Ravi Dhar
The Curse Of The Original: How And When Heritage Branding Reduces Consumer Evaluations Of Enhanced Products, Minju Han, George E. Newman, Rosanna K. Smith, Ravi Dhar
Research Collection Lee Kong Chian School Of Business
Heritage branding is a common marketing strategy that has been shown to increase product appeal. Here, we find that certain forms of heritage branding can also have potentially negative consequences by leading consumers to react negatively to changes made to the brand’s original, flagship product—even if those changes objectively improve it. We demonstrate that when firms engage in heritage branding that emphasizes a brand’s longevity, consumers evaluate enhanced products less favorably than the original versions of those same products due to decreased perceptions of continuity authenticity. We demonstrate this effect across a variety of product domains (e.g., cosmetics, cookware, and …
Investigating The Effects Of Dimension-Specific Sentiments On Product Sales: The Perspective Of Sentiment Preferences, Cuiqing Jiang, Jianfei Wang, Qian Tang, Xiaozhong Lyu
Investigating The Effects Of Dimension-Specific Sentiments On Product Sales: The Perspective Of Sentiment Preferences, Cuiqing Jiang, Jianfei Wang, Qian Tang, Xiaozhong Lyu
Research Collection School Of Computing and Information Systems
While literature has reached a consensus on the awareness effect of online word-of-mouth (eWOM), this paper studies its persuasive effect, specifically, the dimension-specific sentiment effects on product sales. We allow the sentiment information in eWOM along different product dimensions to have different persuasive effects on consumers’ purchase decisions. This occurs because of consumers’ sentiment preference, which is defined as the relative importance consumers place on various dimension-specific sentiments. We use an aspect-level sentiment analysis to derive the dimension-specific sentiments and PVAR (panel vector auto-regression) models to estimate their effects on product sales using a movie panel dataset. The findings show …
Impact Of Different Types Of In-Store Displays On Consumer Purchase Behavior, Yoonju Han, Sandeep R. Chandukala, Shibo Li
Impact Of Different Types Of In-Store Displays On Consumer Purchase Behavior, Yoonju Han, Sandeep R. Chandukala, Shibo Li
Research Collection Lee Kong Chian School Of Business
Research on consumer in-store shopping behavior does not account for the existence of different types of display locations (e.g. storefront, store rear, secondary, front end cap, rear end cap, and shelf displays). This article focuses on accounting for and understanding the impact of various displays on consumer purchase behavior based on the Stimulus-Organism-Response (SOR) theory. Specifically, we study how displays closer to and farther from the main location of the focal category influence consumer purchase behavior. Furthermore, within the different types of displays we investigate the impact of specific types of displays on consumer's category purchase and brand choice and …
Enterprise Feedback Management (Efm): What Lies Beyond The Hype?, Lerzan Aksoy, Sabine Benoit, Shreekant G. Joag, Jay Kandampully, Timothy Lee Keiningham, An L. Yan
Enterprise Feedback Management (Efm): What Lies Beyond The Hype?, Lerzan Aksoy, Sabine Benoit, Shreekant G. Joag, Jay Kandampully, Timothy Lee Keiningham, An L. Yan
Research Collection Lee Kong Chian School Of Business
Purpose: The needs of CMOs to utilize a firm's data productively in order to support decision-making combined with the reported benefits of enterprise feedback management solutions has resulted in a rapid rise in usage and valuation of EFM providers. The explicit promise of EFM providers is improved financial performance, whereas there is no scientific research investigating this link. To investigate the link between EFM usage and financial performance is core of this research. Design/methodology/approach: To gain insight into this link survey data from 127 US-based firms on their usage of EFM platforms was linked to their stock market performance over …
Do Blockchain And Iot Architecture Create Informedness To Support Provenance Tracking In The Product Lifecycle?, Somnath Mazumdar, Thomas Jensen, Raghava Rao Mukkamala, Robert John Kauffman, Jan Damsgaard
Do Blockchain And Iot Architecture Create Informedness To Support Provenance Tracking In The Product Lifecycle?, Somnath Mazumdar, Thomas Jensen, Raghava Rao Mukkamala, Robert John Kauffman, Jan Damsgaard
Research Collection School Of Computing and Information Systems
Consumers often lack information about the origin and provenance of the products they buy. They may ask: Is a food product truly organic? Or, what is the origin of the gemstone in the ring I purchased? They also may have sustainability concerns about the footprint of a product at the end of its life. Producers and sellers, meanwhile, wish to know how longitudinal tracking of the provenance of products and their components can boost their sales prices and after-market value, and re- veal new business opportunities. We focus on how the product lifecycle (PLC) can be leveraged to track information …
Restrict, Clean And Protect: Signaling Consumer Safety During The Pandemic And Beyond, Liliana L. Bove, Sabine Benoit
Restrict, Clean And Protect: Signaling Consumer Safety During The Pandemic And Beyond, Liliana L. Bove, Sabine Benoit
Research Collection Lee Kong Chian School Of Business
Purpose: Since the outbreak of the COVID-19 pandemic, customers fear for their health when interacting with service providers. To mitigate this fear service providers are using safety signals directed to consumers and other stakeholders who make organizational assessments. The purpose of this article is to synthesize the range of safety signals in a framework that integrates signaling theory with servicescape elements so as to provide guidance for service providers to assist in their recovery. Design/methodology/approach: The authors extracted examples of how service providers signal safety to their consumers that the risk of infection is low in exchanging with their service. …
Capitalising Product Associations In A Supermarket Retail Environment, Michelle L. F. Cheong, Yong Qing Chia
Capitalising Product Associations In A Supermarket Retail Environment, Michelle L. F. Cheong, Yong Qing Chia
Research Collection School Of Computing and Information Systems
This paper explores methods to capitalise on retail companies’ transactional databases, to mine meaningful product associations, and to design product placement strategies as a means to drive sales. We implemented three in-store initiatives based on our hypotheses – placing products with high associations together will induce an increase in sales of consequent; introducing an antecedent that is new to store will bring about a similar impact on sales of consequent based on established product association rules uncovered from other stores. Sales tracking over twelve weeks revealed that there were improvements in sales of consequents across all three initiatives performed in-store.
A Geospatial Analytics Approach To Delineate Trade Areas For Quick Service Restaurants (Qsr) In Singapore, Hui Ting Lim
A Geospatial Analytics Approach To Delineate Trade Areas For Quick Service Restaurants (Qsr) In Singapore, Hui Ting Lim
Research Collection School Of Computing and Information Systems
According to Huff, trade area is defined as “a geographically delineated region containing potential customers for whom there exists a probability greater than zero of their purchasing a given class of products or services offered for sale by a particular firm or by a particular agglomeration of firms”. Several methods to delineate a store trade area have been proposed over the years. For drive-time or travel distance analysis method, the trade area is delineated according to how far or how long the customers are willing to travel to patronise the store. Another commonly used method is the Huff Model which …
The Future Of Work Now: The Multi-Faceted Mall Security Guard At A Multi-Faceted Jewel, Thomas H. Davenport, Steven M. Miller
The Future Of Work Now: The Multi-Faceted Mall Security Guard At A Multi-Faceted Jewel, Thomas H. Davenport, Steven M. Miller
Research Collection School Of Computing and Information Systems
One of the most frequently-used phrases at business events these days is “the future of work.” It’s increasingly clear that artificial intelligence and other new technologies will bring substantial changes in work tasks and business processes. But while these changes are predicted for the future, they’re already present in many organizations for many different jobs. The job and incumbents described below are an example of this phenomenon. Steve Miller of Singapore Management University and I co-authored the story.
Customer Deviance: A Framework, Prevention Strategies, And Opportunities For Future Research, Paul W. Fombelle, Clay M. Voorhees, Mason R. Jenkins, Karim Sidaoui, Sabine Benoit, Thorsten Gruber, Anders Gustafsson, Ibrahim Abosag
Customer Deviance: A Framework, Prevention Strategies, And Opportunities For Future Research, Paul W. Fombelle, Clay M. Voorhees, Mason R. Jenkins, Karim Sidaoui, Sabine Benoit, Thorsten Gruber, Anders Gustafsson, Ibrahim Abosag
Research Collection Lee Kong Chian School Of Business
The phrase the "customer is always right" assumes that customers provide universal benefits for firms. However, in recent years, customer deviance is on the rise and the academic literature has provided little insight into the drivers of deviance, the actual behaviors, and strategies for how managers can better manage a customer base that cannot be classified as universally benign. This article addresses customer deviance ranging from classic examples like shoplifting to engaging in hostile anti-brand behaviors on social media or even breaking established norms such as trespassing in stores after closing hours. In an effort to spur new research into …