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How Consumers Use and Propagate Information in Digital World
(2020-07-30)
With the advent of technology and the emergence of social media, information-sharing amongst consumers has increased exponentially. Consumers now can discuss their purchases with different people in different formats, in ...
UNDERSTANDING THE IMPACT SELF-SERVICE TECHNOLOGY (SST) HAS ON FRONT-LINE EMPLOYEES (FLES) IN A RETAIL SERVICE ENVIRONMENT
(2023-05-19)
**Please note that the full text is embargoed until 05/15/2025** ABSTRACT: The widespread adoption of self-service technology (SST) has revolutionized how customers make decisions and dramatically shifted the roles of ...
HOW DOES GLOBAL-LOCAL IDENTITY IMPACT CONSUMER DECISION-MAKING
(2021-08-05)
Globalization has exacerbated the birth of the sharing economy on a global scale, and it has made global–local identity essential in understanding consumer decisions. For example, an emerging literature has uncovered the ...
Designing Better Experiences Through Storytelling: Two Essays Examining the Application of Storytelling in Service Design and its Impact on Customer and Service Offering-Related Outcomes
(2022-08-12)
**Please note that the full text is embargoed until 8/12/2024** ABSTRACT: The service literature has long recognized that storytelling can be applied in the design of service offerings and their associated customer journeys. ...
DYNAMIC CONTROL SYSTEMS
(2023-07-31)
As a fundamental managerial tool for sales management, sales controls have received researchers’ attention for a long time. However, current research on sales controls has mainly adopted a static perspective to examine the ...