Marketing Commons^™

Customer-Centricity In The Financial Services Sector: A Preliminary Look, Rhea Ingram, Katie H. Whetstone

AMTP Proceedings 2026

Financial institutions are under scrutiny as they work to rebuild consumer trust following the financial crisis. One effective approach for these organizations is to adopt a customer-centric strategy. Research indicates that businesses with a strong focus on customer-centricity tend to earn, on average, 60% higher profits than their competitors (Deloitte, 2017). While genuinely customer-centric companies are relatively rare, many organizations are in the process of transforming into a customer-centric model. This paper offers a preliminary examination of the rhetoric used by financial institutions, suggesting some progress in their customer-centric approach.

Craft, Connection, And Code: Consumer Culture In The Age Of Intelligent Technology, Monisha Gupta Dr, Elizabeth C. Alexander

AMTP Proceedings 2026

Contemporary consumption is increasingly characterized by a paradoxical convergence of technological acceleration and cultural re-materialization. Intelligent technologies—artificial intelligence (AI), algorithmic personalization, automation, and data-driven platforms—now structure how consumers search, evaluate, and engage with markets. At the same time, there has been a visible resurgence of interest in craft, making, and effortful consumption practices, including knitting, pottery, woodworking, home fermentation, and other forms of manual production. These practices emphasize tactile engagement, skill acquisition, time investment, and embodied knowledge, standing in apparent contrast to the frictionless efficiency promoted by intelligent systems

Analyzing Big Data-Ai's Impact On Product Innovation And Customer Engagement, Omar Itani, Samer Elhajjar, Ashish Kalra Dr, Manal Yunis Dr.

AMTP Proceedings 2026

In contemporary business landscapes, an organization's capacity to deliver groundbreaking innovative products and foster deep, meaningful engagement with its customers stands as the paramount objective of modern strategic practices. This dual focus not only drives sustainable growth but also fortifies competitive positioning in hyper-competitive markets. Yet, despite the extensive empirical evidence highlighting the transformative benefits of innovation—such as enhanced market share and profitability—and customer engagement—evidenced by loyalty, advocacy, and repeat business—the pivotal role of big data-artificial intelligence (BD-AI) technologies remains strikingly underexplored. In particular, scant attention has been paid to how BD-AI training equips firms to harness these tools effectively …

Bias In Generative Ai: Amplified Stereotypes And Their Impact On Decision-Making, Jaymo Kim, Mi Zhou, Vibhanshu Abhishek, Tim Derdenger, Kannan Srinivasan

AMTP Proceedings 2026

This study examines bias in generative AI through an analysis of approximately 8,000 occupational portraits created by Midjourney, Stable Diffusion, and DALL·E 2. We document significant underrepresentation of women and Black individuals compared to real-world benchmarks. The research identifies two primary manifestations of bias: systematic gender and racial disparities, and subtle biases in facial expressions that influence perceptions of competence and trustworthiness. Through an iterative "Creative Lab" involving a fictional brand, we employ a three-phase experimental design to test whether AI disclosure labels—as proposed in the AI Disclosure Act of 2023—can mitigate the impact of these biases on consumer evaluations. …

Understanding The Life Satisfaction Gap In Political Consumerism: Buycotting Vs. Boycotting, Neleen S. Leslie-Piper, La Toya M. Russell

AMTP Proceedings 2026

Drawing on approach–avoidance motivation, regulatory focus, warm-glow reward, and self-determination theory, this study examines whether political consumerism, specifically boycotting and buycotting, is associated with life satisfaction in environmental and social issue contexts. Using survey data from Prosper Insights, we compare life satisfaction across buycotters, boycotters, and indifferent consumers and examine how Big Five personality traits and demographics moderate these relationships. We predict higher life satisfaction among buycotters than boycotters, and anticipate a moderating effect of personality traits. Our findings advance marketing theory and practice by linking political consumerism to consumer well-being.

Dark Sides Of Financial Inclusion: Examining The Buy Now, Pay Later Industry, Neleen S. Leslie-Piper, Ficawoyi Donou-Adonsou, Tina Facca-Miess

AMTP Proceedings 2026

Drawing on mental accounting and dual-process frameworks, this study investigates the relationship between Buy Now Pay Later (BNPL) usage, consumer financial well-being and life satisfaction.  Using survey data from a national sample of over 5,000 American consumers, we employ structural equation modeling to analyze the associations between BNPL usage and social media buy-now-button usage, splurge purchasing, luxury brand purchasing, debt accumulation, financial security, and consumer life satisfaction.

Our results indicate that frequent BNPL usage is a significant predictor of increased social media-driven purchases and luxury consumption, as well as higher levels of revolving credit card debt. These behaviors are associated …

Consumer Insights About Wood Pellets And The Heating Industry, Marlana Krug, Camille Gagnon, Harrison Synder, Ashton Rounsley

AMTP Proceedings 2026

This study investigates consumer purchasing behaviors and decisions within the wood pellet and heating industry with a focus on Central Pennsylvania. Research examined the decisions behind heating sources, pellet retailers, and pellet vendors. These findings are focused on understanding the purchasing habits of consumers, preferred retailers, and other considerations that influence pellet choice. Gaining an understanding of these purchasing choices and heating options is essential for improving marketing strategies. The Customer Engagement Theory served as the theoretical framework for this research, while the survey used quantitative questions to conduct and gather data on household decision-making.  Overall, the findings highlight the …

See Lower Price In Cart: Impact Of Consumer Knowledge On Price Obfuscation Strategies, Negin Malaki, Sajeesh Sajeesh

AMTP Proceedings 2026

This paper studies a price obfuscation strategy in which firms display pricing cues but conceal final prices, requiring consumers to take an additional step, such as adding a product to a cart, to observe the actual price. We develop a two-period analytical model with two competing firms that differ in their price disclosure strategies. Consumers are heterogeneous: knowledgeable consumers can infer prices from pricing cues, while ignorant consumers must incur search costs to obtain price information. Firms compete under four possible strategic scenarios depending on whether prices are revealed. The results show that when search and mismatch costs are low, …

Social Media Engagement And Financial Performance In Apparel Retail, Emily M. Burke

Student Publications

As companies increasingly rely on social media to engage with consumers, questions remain about whether social media metrics translate into measurable financial outcomes.This study investigated whether changes in Instagram engagement metrics predicted financial performance among publicly traded apparel and lifestyle retail companies. Social media data, including the number of posts and average likes, were collected manually for February 2025 and February 2026. Financial data, including adjusted stock prices and year-over-year quarterly revenue growth, were collected from Yahoo Finance. The final sample included 28 companies after removing outliers and cases with missing data. Multiple linear regression analyses showed that percent change …

Mktg 200: Marketing (Syllabus), Shawn Harnish Ph.D.

School of Business

This syllabus was developed by SUNY Geneseo Professor Shawn Harnish during the spring 2026 semester.

Course Objectives

After completion of the course students will be able to:

1. Comprehend the environment within which the marketing firm operates

2. Analyze the role of marketing information system and marketing research (CG1)

3. Understand what influences the buying behavior of consumers and organizations

4. Apply market segmentation, targeting and positioning techniques

5. Analyze elements of the marketing mix; product and service, pricing, distribution and promotion

6. Comprehend the effects of globalization on a firm’s marketing decisions and understand the basic principles of international …

A Comprehensive Marketing Plan For Calvary Christian Academy, Emily Piwowarski

Senior Honors Theses

Marketing strategies have been implemented by companies for years. The outline of a marketing plan requires businesses to do extensive research on the industry they plan to enter, including evaluating the political, environmental, social, technological, economical, and legal factors that are affecting it. This research helps to form the marketing mix–the product, price, promotion, and place strategies-–which determine what the business will offer the industry and how it will make this offer. A business will then use marketing tactics to reach its target audience. Tactics that have risen along with the advancement of technology are social media marketing and search …

Evaluating Current And Prospective Major League Soccer Marketing Strategies To Spanish Speakers In The United States, Larissa Lee

Honors Theses

This quantitative study identifies the relationship between Spanish-language marketing and Major League Soccer (MLS) fandom and support among consumers. Data were collected by administering a survey in both English and Spanish to ensure inclusivity and increase accessibility. A total of 497 responses were collected, and a series of simple linear regressions were conducted using SPSS to evaluate if MLS fandom and team support could be predicted by language preference for marketing campaigns, perceptions of current Spanish-language content availability, cultural representation, cultural inclusion, and demand for more Spanish-language content.

Results indicated statistically significant differences across all hypotheses. Regarding the dependent variable …

The Role Of Short-Form Video Content Strategy In Campaign Performance In Service Operations, Arianna Yates, Aileen Olivares

Posters - 2026

Short-form video content, particularly Instagram Reels, has become central to digital marketing strategies aimed at increasing engagement and campaign effectiveness. As consumer attention spans decline, marketers increasingly rely on visually engaging, concise, and interactive content formats. Prior research highlights the importance of content characteristics in shaping engagement outcomes. However, limited empirical evidence exists on which specific attributes most strongly influence performance in short-form video contexts. This study examines how call-to-action (CTA), audio type, and authenticity influence engagement rates in Instagram Reels.

Digital Fashion For The Avatar Or Digital Fashion For The Self? Understanding Gen Z’S Willingness To Spend On Digital Fashion In The Metaverse, Shivam Agarwal

AMTP Proceedings 2026

This research examines Generation Z’s (Gen Z) willingness to spend on digital fashion in the metaverse, comparing preferences for avatar-based consumption versus physical consumption for the self. Drawing on generational cohort theory and identity-based consumption, the study proposes that Gen Z consumers—who are deeply embedded in digital environments—place greater value on avatar identity and self-expression in virtual spaces. Using a between-subjects experimental design, participants from Gen Z and older cohorts evaluate their willingness to purchase digital fashion for their avatars versus identical physical items for themselves. We predict that Gen Z will exhibit a significantly higher willingness to spend on …

The Robin Hood Effect In Transgressions Against Firms: How Political Ideology Shapes Consumer Justifications, Jason D. Lin, Anat Keinan, Hannah H. Chang, Donald R. Lehmann

Research Collection Lee Kong Chian School Of Business

Consumer transgressions against firms involve moral violations in which consumers take advantage of loopholes in companies’ return and satisfaction-guaranteed policies or the lack of strict enforcement against password sharing, piracy, shoplifting, wardrobing, coupon stacking, promotion abuse, and fraud. Drawing on the timeless tale of Robin Hood, the legendary outlaw who stands up against injustice, the authors demonstrate that consumers use a Robin Hood justification to legitimize their transgressions against firms. Building on moral foundations theory, this research demonstrates that political ideology impacts consumers’ transgression behavior and the perceived morality of these practices. Six studies show that under certain conditions in …

The Impact Of Genai Guidance Strategies On Employee Ai Acceptance: A Field Experiment Based On Private Domain Marketing, Mai Chen

Dissertations and Theses Collection (Open Access)

As a novel technological instrument for content production and customer communication, generative artificial intelligence (GenAI) has garnered significant attention for its value in private domain marketing. However, enterprises frequentlyencounter a paradox of high initial introduction rates coupled with a lackof substantive application. Employee apprehensions regarding the qualityof AI-generated content (AIGC) and organizational guidance strategies are critical factors impeding the realization of technological value. Drawing upon the technologyacceptance model (TAM), the unified theory of acceptance and use of technology(UTAUT), and the task-technology fit (TTF), the study constructs a theoretical model positioning corporate AI guidance strategies as the independent variable andemployee AI …

Pitch Perfect: From Neural Perspective To Behavioural Outcomes—Live, Online, And Brochure, Randy Sison De Guzman

Dissertations and Theses Collection (Open Access)

Business presentations have long been a cornerstone of persuasion in business-to-business (B2B) markets. Yet, the rapid shift to virtual communication in the wake of the COVID-19 pandemic has left managers to grapple with a pressing question: Do online presentations measure up to traditional in-person meetings, or can asynchronous formats like brochure-only communication truly take the place of real-time pitching? While this question has clear relevance for everyday business practice, there is still relatively little empirical research to guide these decisions.

This dissertation draws on the Elaboration Likelihood Model (ELM) to suggest that the way information is delivered shapes how people …

Ai-Assisted Thematic Analysis On Consumer Acceptance Of Upcycled Food In Asia, Oon Ling Lee

Dissertations and Theses Collection (Open Access)

Food waste overuses natural resources and is responsible for a considerable share of greenhouse gas (GHG) emissions. Coupled with the growing global food insecurity, food wastage appears even more irresponsible and showcases the inefficiencies of the current food system. These escalating global environmental concerns and strained planetary resources have necessitated sustainable food innovation (James & Sheena, 2025; Upadhyay, 2025), particularly the production of upcycled food (UF), a novel food product category transformed from production byproducts such as Okara, barley grain, and beer spent grain (Zhang et al., 2023). This upcycling process supports waste reduction, achieves a circular bioeconomy (Ribeiro et …

The Impact Of Brand Authenticity And Innovation On Stakeholder Behaviours, Jacky Xu

Dissertations and Theses Collection (Open Access)

This study employs a dual-perspective questionnaire survey, collecting data separately from corporate employees and brand consumers, and uses multiple regression analysis to test the hypotheses. The findings reveal the following: (1) both brand authenticity and innovation have significant positive effects on employee brand citizenship behaviour and consumer purchase intention; (2) brand commitment plays a negatively moderating role in these relationships, such that when stakeholders’ commitment levels are relatively low, the positive effects of brand authenticity and brand innovation on behaviour are stronger, whereas under conditions of high commitment, these effects are weakened, reflecting a substitution effect between emotional attachment and …

Enhancing Market Acceptance Of Sports Rehabilitation Services: A Perspective Of Public Health Literacy And Information Acquisition, Na Li

Dissertations and Theses Collection (Open Access)

This article takes public health literacy as its point of departure, constructs a theoretical model of “Health Literacy–Health Information Acquisition–Market Acceptance”, and introduces rehabilitation experience and service accessibility as moderating variables, in order to systematically examine the formation pathways and underlying mechanisms of market acceptance in the sports rehabilitation service sector.

This study adopts a combination of questionnaire survey and empirical analysis, collecting data from public samples across multiple regions and conducting statistical tests. The findings indicate that, Firstly, public health literacy has a statistically significant positive influence on the market acceptance of sports rehabilitation services. As the level of …

Mistargeted Advertising: The Impact Of Human Vs. Ai Error On Consumer Brand Perception, Abdulela Alshehri, Umair Usman

AMTP Proceedings 2026

Artificial intelligence (AI) has revolutionized personalized advertising by enabling precise targeting based on consumer profiles, yet mistargeted ads—those falsely implying eligibility for benefits like premium credit cards—can trigger frustration, disappointment, and negative brand perceptions. This study examines how consumers respond to such errors when attributed to a human employee, an AI system, or an AI system with human oversight. Grounded in attribution theory (Folkes, 1988; Weiner, 2000), it tests perceived group homogeneity (Longoni et al., 2022) and negative self-perception (Grewal et al., 2019) as mediators, with belief in a just world (BJW; White et al., 2012) as a moderator. The …

Reexamining Consumer Memory In The Age Of Artificial Intelligence, Suwakitti Amornpan, Sasawan Heingraj, Manisha Mathur

AMTP Proceedings 2026

This conceptual paper reexamines consumer memory in the age of artificial intelligence (AI) by proposing a comparative framework of memory practices across three eras: pre-technological embodied memory, technologically mediated memory, and AI-mediated memory co-creation. We argue that generative AI transforms memory from a primarily archival practice into an interactive, generative, and sometimes synthetic process. Drawing on consumer research, psychology, and media studies, we develop a trichotomy of memory practices along key dimensions, including primary memory artifacts, mode of validation, emotional logic, friction in remembering, and identity implications. We theorize how AI’s participation in memory reconstruction reshapes consumer behavior in practice, …

Thirty-Five Years Of Positioning Research: A Bibliometric Review Of Master's And Doctoral Dissertations, Charles Blankson, Wendy Chen

AMTP Proceedings 2026

This paper presents a bibliometric review of 39 master's and doctoral dissertations on positioning, defended at various universities between 1989 and 2024. Using systematic searches and content analysis, the study identifies major theoretical, methodological, and content patterns and trends in positioning research. Findings indicate a sharp rise in the number of dissertations on the concept of positioning over the past 25 years, with most work concentrated in Western institutions and heavily oriented toward brand and product-based applications. Content analysis reveals that most dissertations focus on managerial or applied perspectives, while few engage with positioning theories and digital contexts. Methodologically, earlier …

Beyond The Launch: Designing Integrated Marketing Communications Across The Publishing Lifecycle, Philip J. Boutin Jr.

AMTP Proceedings 2026

This paper advances a lifecycle view of integrated marketing communications for book publishing and specifies a practical model beyond launch. We present the Lifecycle IMC in Publishing (L-IMC) framework with four layers—strategic capability, orchestration, phased execution (pre-launch, launch, post-publication), and measurement/learning—grounded in evidence on carryover, cross-media complementarity, discoverability, and the creator economy. Seven propositions predict that lifecycle consistency, coordinated post-publication activity, metadata priming, creator–title fit with clear disclosures, network-aware seeding, continuous testing, and reserved reinforcement budgets improve visibility, conversion, and returns. Design principles include codified message architecture and governance, a vetted creator bench, managed discoverability, sequencing high-trust signals before conversion …

A Multi-Country Examination Of The Consumption Of Credit Cards, Charles Blankson, Aditi Puri, Jhinuk Chowdhury

AMTP Proceedings 2026

The credit card industry is an incredibly interconnected service sector that continues to attract scholarly attention within marketing and consumer behavior research globally (Worthington, 1994; Worthington, 2005; Blankson & Kalafatis, 2007; Steffes, Murthi, and Rao, 2011; Chiang et al., 2020). To expand, as credit cards function not only as payment instruments but also as branded services, they offer context that is extremely useful for examining motivations behind brand choice and continued usage among consumers in the international marketplace. Additionally, over the past few decades, transaction volume and credit card ownership have substantially increased. For instance, Visa, commonly recognized as one …

Corporate Social Responsibility And Consumer-Brand Relationships: An Investor-Oriented Integrated Framework, Ada V. Campbell

AMTP Proceedings 2026

This study examines the evolving landscape of Corporate Social Responsibility (CSR) within the European Union (EU) and the dynamics of the consumer–brand relationship (CBR), proposing an integrated theoretical framework for investor analysis. The EU's regulatory trajectory, marked by the transition from the Non-financial Reporting Directive (NFRD) to the Corporate Sustainability Reporting Directive (CSRD) and the introduction of the Corporate Sustainability Due Diligence Directive (CSDDD) alongside European Sustainability Reporting Standards (ESRS), signifies a paradigm shift towards mandatory, standardized, and audited sustainability disclosures. Concurrently, the strength of CBR, built on dimensions such as trust, self-connection, and commitment, profoundly influences consumer behavior, brand …

A Model For Professional Organization Membership Support: Trust, Commitment, Membership Value, And Relationship Quality Commitment, Shawn F. Clouse, Nader H. Shooshtari, Simona Stan, Liz Kohl

AMTP Proceedings 2026

Members of professional associations join these organizations for reasons that include benefits and services to members, advocacy and lobbying on behalf of members and their interests, networking opportunities, and a sense of community and identification with fellow association members. Members are likely to commit to the association and remain as members to the extent they are satisfied with what the association provides and if they perceive the benefits to exceed the costs (not just monetary) of membership. This survey of members of a professional association investigates the relationship between trust, relationship quality commitment, membership dues value and commitment (normative, affective, …

Coping Under Constraint: How Consumer Vulnerability And Caregiver Status Shape Food Choice And Well-Being, Kerry-Ann V. Forbes, Prachi Gala

AMTP Proceedings 2026

Caregiving is a chronic and understudied form of consumer vulnerability that reshapes everyday decision-making, particularly in food contexts. This research conceptualizes caregiving as a sustained role-based vulnerability. It proposes a moderated-mediation model in which consumer vulnerability influences coping strategies that subsequently affect food choice and consumer well-being. Drawing on the Theory of Planned Behavior, Coping Theory, and Transformative Consumer Research, the study examines how caregiver status (familial, professional, or non-caregiver) serves as a boundary condition that shapes these relationships. A three-phase mixed-methods design is employed: qualitative interviews to refine constructs, a survey–experiment to test the moderated-mediation model, and an experimental …

Dressed For Judgment: What Should Celebrities Wear To Court?, Alaina Jean, Emily Lesmes, Hyunju Shin

AMTP Proceedings 2026

This project explores consumers’ perceptions of celebrities facing criminal charges based on their choice of outfit. On the basis of Weiner’s attribution theory, we argue that when celebrities facing criminal charges are attired in traditional/professional outfits such as a black suit for males or a black knee-length dress for females in court compared with non-traditional/casual outfits such as a casual shirt with a defiant print and sneakers, consumers are likely to infer their remorse for their wrongdoings, which in turn may lead to more favorable attitudes toward the celebrity and higher forgiveness intentions. This research expands understanding of how consumers’ …

Consumer Insights About Art Workshop And Art Boutique Preferences, Lucia M. Johnson, Richard Kaminski, Megan E. Marlin, Craig B. Joyner

AMTP Proceedings 2026

This research explores customer preferences, the effects of local demographics, purchasing habits, and the impact of social media platforms in driving customer engagement and loyalty. By surveying consumers, the study identifies the key qualities necessary to further engage potential and return customers, including pricing, location, and accessibility. The findings suggest a deep appreciation for creating artwork rather than buying artwork, distinct social media opportunities through the utilization of apps such as Instagram, Pinterest, and TikTok, as well as focusing their current offerings while broadening and segmenting their marketing initiatives. However, the study also notes limitations such as a convenience-based sample …