Quality & Service
Designing Waits That Work
Designers at restaurants and theme parks are leading the way in thinking about how to make waiting in line more pleasant.
Customer Psychology
Latest
Customers
Customer Education Increases Trust
Service companies shouldn’t worry about teaching their customers too much.
Marketing Strategy
Discounting Do’s and Don’ts
Recent evidence shows that some discounts and sales can be detrimental.
Marketing Strategy
When Consumers Go to Extremes
Consumer preference is determined by how their options are presented.
Marketing Strategy
Merging the Brands and Branding the Merger
When one company acquires another, executives have 10 distinct options for the corporate rebranding.
Analytics & Business Intelligence
Double Agents
INTELLIGENCE: RESEARCH BRIEF: Assessing the role of electronic product-recommendation systems.
Marketing Strategy
Attractive By Association
When targeted promotions appeal to non-targeted customers.
Innovation Strategy
Technology Trajectories and the Birth of New Industries
Markets develop according to the specific paths by which innovations in a given field occur.