Front-line workers have little control over how customers treat them. New research on taxi drivers points to a simple coping habit.
Articles on Customers
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When new technology can produce the texts companies or departments use to explain themselves, core values can shift incrementally without anyone really noticing.
Protecting retail workers from abuse is a growing challenge. But a new study and a past trial suggest three little words on a badge can nudge customers to be nicer.
These findings support a paradox: When a business handles a problem well, its customers can become more loyal than if no problem had occurred.
Today, customers have more power than ever. But is that a good thing?
As AI powers individualized pricing across industries, businesses are increasingly charging based on what they think you can pay.
Companies are increasingly routing customers to chatbots. New research looks into whether customers prefer human or chatbots agents more, and under which circumstances.
Small and medium businesses have struggled in 2024 – with record rates of liquidations in New Zealand and Australia. But there are things they can do to make 2025 more successful.
Corporate social responsibility disclosures impress shoppers but not suppliers, data suggests.
Privacy comes at a price.
Not even online shopping is free from gender bias.
How much “customer interaction uncertainty” does your business deal with? The answer should guide your thinking about AI.
A scholar of design who researches brand campaigns critiques the social media platform’s new look.
Many Starbucks customers are irked by recent changes to its popular rewards program. But they may not have as much to complain about as it seems.
While ChatGPT has the potential to enhance marketing effectiveness, it can’t replace human creativity or form meaningful connections with customers like humans can.
Research shows a significant number of people still struggle with the digital transformation of government and business. But throwing more technology at the problem is not necessarily the answer.
Mobile money service providers are on the path to find new ways of growing their customer base and keeping them.
Breaking out of the boardroom brings in fresh ideas.
The positive reaction to service workers wearing masks varied by region, with those in the West on the high end and people in the Midwest at the low end.
A new survey found that dealing with emotional customers over issues such as wearing a mask is taking an increasing toll.
Top contributors
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Professor of Marketing and Consumer Behaviour, Queensland University of Technology
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Associate Professor of Business, Boston University
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Associate Professor of Quantitative Marketing and Analytics, Binghamton University, State University of New York; Indiana University
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Senior Lecturer and CMI Programme Director, University of Huddersfield
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Director, Master of Business Administration Program (MBA); Co-Director, Better Consumption Lab, Deakin University
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Associate Professor in Data Visualization, Swansea University
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PhD Candidate in Data Visualisation, Swansea University
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Professor of Management Science, Michael Diekmann Chair in Management Science, and Director of Research, ESMT Berlin
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Michael J Crouch Chair in Innovation, School of Management and Governance, UNSW
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Adjunct Professor, Swinburne University of Technology
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Associate Professor of Marketing, Tasmanian School of Business and Economics, University of Tasmania
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Lecturer, Marketing, University of Professional Studies Accra
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Associate Professor of Business Information Systems, Auckland University of Technology
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Professor of Technology and Organisation, Auckland University of Technology
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Professor of Marketing, UNSW