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Publications

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  • Web

Human Behavior & Decision-Making - Faculty & Research

Human Behavior & Decision-Making Human Behavior & Decision-Making 2014 Book The Power of Noticing: What the Best Leaders See By: Max Bazerman This book will examine the common failure to notice critical... View Details
  • 11 Nov 2013
  • Research & Ideas

A Smarter Way to Reduce Customer Defections

Companies spend significant sums to acquire customers. Once hooked, marketers protect those investments by attempting to keep patrons happy, engaged, and most of all, loyal. Reducing customer attrition, or "churn" in marketing parlance,... View Details
Keywords: by Dina Gerdeman; Retail; Service
  • Web

Research - Behavioral Finance & Financial Stability

productivities at collecting deposits and making loans. They find that deposit productivity is responsible for two thirds of the value of the median bank and most variation in value across banks. Variation in productivity is driven by differences across banks in... View Details
  • 08 Apr 2013
  • Video

Booya Fitness, Inc. - Episode 2- Shifting Behavior

  • August 2018 (Revised September 2018)
  • Supplement

Predicting Purchasing Behavior at PriceMart (B)

By: Srikant M. Datar and Caitlin N. Bowler
Supplements the (A) case. In this case, Wehunt and Morse are concerned about the logistic regression model overfitting to the training data, so they explore two methods for reducing the sensitivity of the model to the data by regularizing the coefficients of the... View Details
Keywords: Data Science; Analytics and Data Science; Analysis; Customers; Household; Forecasting and Prediction
Related
  • 21 Jul 2003
  • Research & Ideas

Don’t Get Buried in Customer Data—Use It

probe beneath customer preferences and behaviors to uncover the attitudes that provide a more solid understanding of customer loyalty. Why You Need Both Individual And... View Details
Keywords: by Jean Ayers
  • 07 Apr 2020
  • Research & Ideas

What Customers Need to Hear from You During the COVID Crisis

brands and/or brands that have managed to nurture strong consumer-brand relationships prior to the crisis. The cocooning behavior promoted by shelter-in-place orders may encourage a return to brands that were trusted childhood favorites... View Details
Keywords: by Jill Avery and Richard Edelman
  • 30 Mar 2003
  • Research & Ideas

How Your Employees and Customers Drive a New Value Profit Chain

same. Allocating resources to retain the most profitable and to induce customer behaviors that lead to greater profitability is the key to survival. Typically, 20 percent of the View Details
Keywords: by Manda Mahoney
  • 24 Oct 2023
  • Research & Ideas

When Tech Platforms Identify Black-Owned Businesses, White Customers Buy

Democratic-leaning areas. And new customers of Black-owned businesses were more likely to be white, based on an analysis of reviewers’ profile photos, relative to prior customers. Luca and his coauthors also worked with Wayfair to analyze... View Details
Keywords: by Jay Fitzgerald; Food & Beverage
  • 01 Apr 2024
  • In Practice

Navigating the Mood of Customers Weary of Price Hikes

increase has prompted a shift in purchasing habits, with consumers increasingly opting for store-brand items over name brands, favoring discount stores, and reducing purchases of non-essential items. Such behavior is a direct response to... View Details
Keywords: by Rachel Layne; Retail; Consumer Products
  • 2024
  • Article

Effects of a Real-Time Information-Based Intervention on Physician Prescribing Behavior

By: Olivia Zhao and Anna D Sinaiko
High out-of-pocket (OOP) prices for prescription drugs create financial difficulties for patients, and cost-related underuse of medications can adversely patient health. Simultaneously, many physicians report a willingness to address affordability concerns with... View Details
Keywords: Price; Health Care and Treatment; Communication Technology; Technology Adoption; Customer Focus and Relationships; Health Industry
Related
  • 26 Mar 2019
  • Working Paper Summaries

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

Keywords: by Michelle A. Shell and Ryan W. Buell; Health
  • 22 Feb 2021
  • Book

Reaching Today's Omnichannel Customer Takes a New Sales Strategy

because sales tasks are determined by a firm’s business strategy and its choices about which customers to focus on. In turn, selling behaviors are affected by your control systems and culture as well as whom... View Details
Keywords: by Kristen Senz
  • July 20, 2016
  • Article

To Increase Sales, Get Customers to Commit a Little at a Time

By: Frank V. Cespedes and David Hoffeld
This article discusses what behavioral research does and does not tell us about factors that aid the "closing" of a sales call. View Details
Keywords: Research; Consumer Behavior; Sales
Related
  • 01 Nov 2022
  • News

Let's Protect Our Frontline Workers from Rude Customers

  • 30 Jul 2021
  • News

What’s the Right Customer Experience for Your Brand?

  • June 17, 2016
  • Comment

Companies Need to Start Marketing Security to Customers

By: John A. Quelch
Recent events in Orlando underscore an important marketing truth: consumer safety and security are mission critical. A popular nightclub, Pulse, known as a safe place for the LGBT community, is put out of business at least temporarily by a terrorist act. Not far away... View Details
Keywords: Consumer Safety; Public Safety; Brand Attraction; Risk Management; Safe Environment Benefit; Marketing Safety; Global Brands; Advertising; Change Management; Disruption; Volatility; Crime and Corruption; Customers; Music Entertainment; Animation Entertainment; Film Entertainment; Brands and Branding; Marketing Communications; Marketing Strategy; Product Marketing; Consumer Behavior; Problems and Challenges; Safety; Corporate Strategy; Business Strategy; Entertainment and Recreation Industry; Tourism Industry; Travel Industry; United States
Related
  • 2023
  • Working Paper

No Mask, No Service: Customer Reaction to Walmart’s 2020 National Mask Mandate

By: Innessa Colaiacovo
Multi-location firms face a complex series of economic tradeoffs when deciding whether to implement standard processes or allow processes to vary across establishments. One element of this tradeoff is customer response. This paper explores customer reaction to a... View Details
Keywords: Consumer Behavior; Geographic Location; Policy; Health Pandemics; Retail Industry; United States
Related
  • 2018
  • Working Paper

Opportunistic Returns and Dynamic Pricing: Empirical Evidence from Online Retailing in Emerging Markets

By: Chaithanya Bandi, Antonio Moreno, Donald Ngwe and Zhiji Xu
We investigate how dynamic pricing can lead to more product returns in the online retail industry. Using detailed sales data of more than two million transactions from the Indian online retail market, where price promotions are very common, we document two types of... View Details
Keywords: Cash On Delivery; Dynamic Pricing; Online Retail; Payment Methods; Strategic Customer Behavior; Opportunistic Returns; Price; Policy; Consumer Behavior; Emerging Markets; Retail Industry
Related
  • 03 Jan 2017
  • Research & Ideas

5 New Year's Resolutions You Can Keep (With the Help of Behavioral Science Research)

Well-intentioned people often start the new calendar year with a long list of personal resolutions, only to abandon most of them before Valentine’s Day. Alas, it’s a lot easier to make New Year’s resolutions than to keep them. That’s one good reason to explore the work... View Details
Keywords: by Carmen Nobel