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Articles 31 - 60 of 181
Full-Text Articles in Sales and Merchandising
Your Loyalty Program Might Be Losing You Money, Raghuram Iyengar, Young-Hoon Park, Qi Yu
Your Loyalty Program Might Be Losing You Money, Raghuram Iyengar, Young-Hoon Park, Qi Yu
Research Collection Lee Kong Chian School Of Business
From Amazon Prime to Panera Bread’s Unlimited Sip Club, loyalty programs have become commonplace in a wide variety of industries. However, despite their popularity, it’s not always clear whether these programs are actually profitable. The authors analyzed data from 24,000 customers at a large Asian retailer to explore the various factors that can drive a program’s profitability, and identified three takeaways to help managers ensure their subscription programs are a net positive: They recommend that managers should go beyond averages and analyze trends on an individual level, measure the underlying factors that drive changes in revenues, and remember to account …
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 …
Customer Satisfaction Index Of Singapore 2021: Q1 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2021: Q1 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence (2007-2024)
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time. 2021 marks the 15th year of measurement for the CSISG national study.
Customer Satisfaction Index Of Singapore 2020: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2020: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence (2007-2024)
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2020. Singapore’s 2020 national score was computed using the data collected during these four quarters.
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 …
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 …
Three Stages Of Consumers’ Multi-Stage Dichotomic Switching Process: Pre-Switch, Switch, And Post-Switch, Jussi Nykanen, Virpi K. Tuunainen, Tuure Tuunanen, Fiona Fui-Hoon Nah
Three Stages Of Consumers’ Multi-Stage Dichotomic Switching Process: Pre-Switch, Switch, And Post-Switch, Jussi Nykanen, Virpi K. Tuunainen, Tuure Tuunanen, Fiona Fui-Hoon Nah
Research Collection School Of Computing and Information Systems
This research examines why and how consumers switch their mobile phones. We propose a framework that is grounded on decision-making and motivational theories and draws on the findings from a multinational qualitative survey on consumers’ mobile phone switching process. We show that consumers’ pre-switching decisions are affected by push and pull factors, their mobile phone selections are based on utilitarian or hedonic values, and their justifications for switching are based on cognition or affect. Furthermore, we identify two archetypical routes (i.e., cognitive and affective routes) and three conjoint routes that explain the dichotomic switching processes in pre-switch, switch, and post-switch …
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 …
Don’T Cut Your Marketing Budget In A Recession, Nirmalya Kumar, Koen Pauwels
Don’T Cut Your Marketing Budget In A Recession, Nirmalya Kumar, Koen Pauwels
Research Collection Lee Kong Chian School Of Business
Most companies reduce spending in recessions, especially on marketing items that may be easier to cut (certainly relative to payroll). Right now, advertising agencies are struggling to stay afloat, and Google and Facebook are reporting substantially lower ad revenues as marketing spending dives with the business cycle (cyclical marketing). But that is today’s equivalent of bleeding – an old-fashioned but once widespread treatment that actually reduces the patient’s ability to fight disease. Companies that have bounced back most strongly from previous recessions usually did not cut their marketing spend, and in many cases actually increased it. But they did change …
Intuitive Pricing By Independent Store Managers: Challenging Beliefs And Practices, Sabine Benoit, Mario Kienzler, Christian Kowalkowski
Intuitive Pricing By Independent Store Managers: Challenging Beliefs And Practices, Sabine Benoit, Mario Kienzler, Christian Kowalkowski
Research Collection Lee Kong Chian School Of Business
Independent store managers-who constitute a substantial portion of the retailing sector-often have limited resources with which to practice the formalized, data-driven pricing processes prescribed in the literature. On that basis, this article addresses how independent convenience store managers arrive at prices and whether their practices are effective. To begin with, 33 interviews with independent convenience store managers identified six common beliefs and ten practices underlying managers' intuitive decision making. Based on point-of-sale survey data from 1,504 customers of two convenience store chains at petrol stations, a second study compared market-oriented managerial beliefs with actual customer price perceptions and buying behaviors. …
Remaking Retail In The Time Of Covid-19, Singapore Management University
Remaking Retail In The Time Of Covid-19, Singapore Management University
Perspectives@SMU
Short of the successful development of a COVID-19 vaccine, the sight of retail stores re-opening for business is probably the best mood lifter. Not only do lockdown-weary consumers reclaim some vestige of normalcy, businesses reeling from months of decimated income can stem the red ink and perhaps even get back into the black.
Customer Satisfaction Index Of Singapore 2020: Q1 Results, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2020: Q1 Results, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence (2007-2024)
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time. 2020 marks the 14th year of measurement for the CSISG national study.
Integrating Anticipative Replenishment-Allocation With Reactive Fulfillment For Online Retailing Using Robust Optimization, Yun Fong Lim, Song Jiu, Marcus Ang
Integrating Anticipative Replenishment-Allocation With Reactive Fulfillment For Online Retailing Using Robust Optimization, Yun Fong Lim, Song Jiu, Marcus Ang
Research Collection Lee Kong Chian School Of Business
Problem definition: In each period of a planning horizon, an online retailer decides on how much to replenish each product and how to allocate its inventory to fulfillment centers (FCs) before demand is known. After the demand in the period is realized, the retailer decides on which FCs to fulfill it. It is crucial to optimize the replenishment, allocation, and fulfillment decisions jointly such that the expected total operating cost is minimized. The problem is challenging because the replenishment-allocation is done in an anticipative manner under a “push” strategy, but the fulfillment is executed in a reactive way under a …
Spillover Effects From Unintended Trials On Attitude And Behavior: Promoting New Products Through Access-Based Services, Adrian Lehr, Marion Buettgen, Sabine Benoit, Katrin Merfeld
Spillover Effects From Unintended Trials On Attitude And Behavior: Promoting New Products Through Access-Based Services, Adrian Lehr, Marion Buettgen, Sabine Benoit, Katrin Merfeld
Research Collection Lee Kong Chian School Of Business
Access-based services (ABS) provide an opportunity for brands to promote their new products by enabling (unintended) trials. However, the mechanisms and impact of consumer exposure to products in ABS and the subsequent potential spillover effects on both the brand and the product perception are largely unknown. Our hypotheses are derived from the information integration theory (IIT) and subsequently tested. Study 1 is a field study investigating an unintended trial moderated by involvement and positive experience. The results indicate the positive effects of the unintended trial on product and brand attitudes, brand purchase intention, and word of mouth. In line with …
Customer Satisfaction And Its Impact On The Future Costs Of Selling, Leon Gim Lim, Kapil R. Tuli, Rajdeep Grewal
Customer Satisfaction And Its Impact On The Future Costs Of Selling, Leon Gim Lim, Kapil R. Tuli, Rajdeep Grewal
Research Collection Lee Kong Chian School Of Business
Although scholars have established that customer satisfaction affects different dimensions of firm financial performance, a managerially important but overlooked aspect is its effect on a firm’s future cost of selling (COS), that is, expenditures associated with persuading customers and providing convenience to them. Accordingly, this study presents the first empirical and theoretical examination of the impact of customer satisfaction on future COS. The authors propose that while higher customer satisfaction can lower future COS, the degree to which a firm realizes this benefit depends on its strategy and operating environment. Analyzing almost two decades of data from 128 firms, the …
Customer Satisfaction Index Of Singapore 2019: Full Year Overview, Institute Of Service Excellence, Smu
Customer Satisfaction Index Of Singapore 2019: Full Year Overview, Institute Of Service Excellence, Smu
Research Collection Institute of Service Excellence (2007-2024)
The Customer Satisfaction Index of Singapore (CSISG) computes customer satisfaction scores at the national, sector, sub-sector, and company levels. The CSISG serves as a quantitative benchmark of the quality of goods and services produced by the Singapore economy over time and across countries. The fourth quarter results mark the end of measurement for CSISG 2019. Singapore’s 2019 national score was computed using the data collected during these four quarters.
Iuiga: Defining An Omni-Channel Strategy, Kapil R. Tuli, Sandeep R. Chandukala, Sheetal Mittal
Iuiga: Defining An Omni-Channel Strategy, Kapil R. Tuli, Sandeep R. Chandukala, Sheetal Mittal
Asian Management Insights
Iuiga, a lifestyle retailer, has a curated range of high quality products at transparent, affordable prices, effectively leveraging the original design manufacturers’ model and an online retail platform.
Unpacking A Sustainable Concept, Florence Tay
Unpacking A Sustainable Concept, Florence Tay
Research Collection Institute of Service Excellence (2007-2024)
Florence Tay, Co-Founder of UnPackt, breaks down how community building and education can lead to a more enduring zero-waste journey.
Getting Personal, Ching Yann Ho
Getting Personal, Ching Yann Ho
Research Collection Institute of Service Excellence (2007-2024)
Ho Ching Yann of Triceratops shares how being candid and sincere with customers sets her apart from the competition.