In Walmart Supercenter conversions, surprising effects
Since the mid-1990s, a key feature of Walmart’s growth strategy has been the conversion of stores to "supercenters" — that is, a full-line discount store with a full-line supermarket under one roof. The strategy has been so effective that Walmart is now the largest grocery store in the world.
Seven effective practices for preventing customer rage
"The 2015 Customer Rage Study provides “a data-driven prescriptive framework for a Complaint Handling and Service Recovery Program that actually improves individual brand loyalty and improves word-of-mouth advertising.”
Reality of regulation coming to daily fantasy sports?
Fantasy sports are here to stay, but key decisions in the next year or two likely will bring taxation and government regulation to the booming industry. That was the consensus of a panel on the future of fantasy sports at the 2016 ASU Sports Symposium.
A new perspective: How service contributes to well-being
Transformative Services Research (TSR) is a new sub-field of services marketing that examines the relationship of service to well-being. Associate Marketing Professor Laurie Anderson and colleagues at W. P. Carey identified the field five years ago.
If you warn dieters how unhealthy a food is, they'll just eat more of it
The Huffington Post reports on research by Professors Naomi Mandel and Andrea Morales which found that negative messages about food did not help dieters make better choices.
A new study shows that retail therapy can make you feel better
Glamour magazine online reports on Assistant Professor of Marketing Monika Lisjak’s research that showed shopping can make you feel better, depending on what you buy.
When customers define service brands
Building a brand for a services business is more complicated than ever. Customers might perceive one hotel chain or insurance company as pretty much the same as its competitors.
What you need to know about the CFP national championship game
The 2016 College Football Playoff national championship game was played January 11 in Glendale, Ariz. Marketing Professor Michael Mokwa and other marketers and economists have been studying the economic impact of these sports events since the mid-1990s.
When does customer's experience actually start?
Do you know when your customer’s service experience actually starts? That is, when it begins in your customer’s mind? Could you be missing something important?
Landlord files: How to vet a rental application
After you have received an application and the application fee from your tenants, you will want to process the application in a timely manner. I ask tenants to notify their employers and previous landlords to expect my call so that I can process the application as quickly as possible.