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
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Marketing Strategy
Cracking the Code of Mass Customization
Fabrizio Salvador, Pablo Martin de Holan and Frank Piller
Marketing Strategy
What People Want (and How to Predict It)
Thomas H. Davenport and Jeanne G. Harris
Customers
Customer Education Increases Trust
Service companies shouldn’t worry about teaching their customers too much.
Andreas B. Eisingerich and Simon J. Bell
Business Models
Linking Customer Loyalty to Growth
By Timothy L. Keiningham, Lerzan Aksoy, Bruce Cooil and Tor Wallin Andreassen
Marketing Strategy
When Consumers Go to Extremes
Consumer preference is determined by how their options are presented.
Larry Yu
Marketing Strategy
Discounting Do’s and Don’ts
Recent evidence shows that some discounts and sales can be detrimental.
Jeffrey M. Stibel
Marketing Strategy
Measuring Brand Health to Improve Top-Line Growth
Julie Dexter Berg, John M. Matthews and Constance M. O”Hare
Marketing Strategy
Merging the Brands and Branding the Merger
When one company acquires another, executives have 10 distinct options for the corporate rebranding.
Richard Ettenson and Jonathan Knowles
Analytics & Business Intelligence
Double Agents
INTELLIGENCE: RESEARCH BRIEF: Assessing the role of electronic product-recommendation systems.
Gerald Häubl and Kyle B. Murray
Marketing Strategy
Attractive By Association
When targeted promotions appeal to non-targeted customers.
Larry Yu
New Product Development
Technology Trajectories and the Birth of New Industries
Markets develop according to the specific paths by which innovations in a given field occur.
Alden M. Hayashi
