Integrated Customer Experiences
|Consumers are increasingly in control of the information flow. And marketers now have the ability to customize experiences, offers, and content. The key issue is getting marketing “right” in real time, whether B2B or B2C. How should firms design and serve up their offerings so that they are relevant in context — hitting just the right “notes” at the right point in the path to purchase or decision journey?|
The Impact of Buying “Fit” Products on Customer Learning and Profitability in Multichannel SettingsJul 22, 2016 Chun-wei Chang, Jonathan Z. Zhang, and Scott A. Neslin, 2016, 16-120
In multichannel environments, marketing communications can enhance customer learning about products with high quality and preference uncertainty, helping move them toward a more profitable "trusting" state.
The Dark Side of Mobile Channel Expansion StrategiesJul 21, 2016 Ju-Yeon Lee, Mengzhou Zhuang, Irina V. Kozlenkova, and Eric (Er) Fang, 2016, 16-119
Expanding to a mobile channel can have adverse effects on sales performance and stock return, but marketers can take steps to mitigate.
Friends or Foes: Social Influence, Online Social Networks, and News ConsumptionJul 15, 2016 Catarina Sismeiro and Ammara Mahmood, 2016, 16-118
Does social network activity displace or promote traffic to, and engagement with, online news sites?
Customer Participation in Services: Domain, Scope, and BoundariesJul 14, 2016 Beibei Dong and K. Sivakumar, 2016, 16-117
Study synthesizes research and proposes a framework to help managers understand how customer participation activities may influence, enhance, or even endanger customer experience.
Effects of Affect on Consumer Behavior: A Meta-Analytic IntegrationJun 22, 2016 Nancy M. Puccinelli , Dhruv Grewal, Scott Motyka, Susan A. Andrzejewski, and Tamar Avnet, 2016, 16-114
The first study to quantitatively synthesize research on the effects of consumer affective feelings on evaluations and behavior
3 WAYS to GET CONNECTED
Employees of MSI Member Companies enjoy the benefits of complete online access to content, member conferences and networking with the MSI community.
Qualified academics benefit from a relationship with MSI through access to msi.org, conferences and research opportunities.
The public is invited to enjoy partial access to msi.org content, a free e-newsletter, selected reports and more.