Search Results - "Bone, Sterling"

Don’t Forget About the Frontline Employee During the COVID-19 Pandemic: Preliminary Insights and a Research Agenda on Market Shocks by Voorhees, Clay M., Fombelle, Paul W., Bone, Sterling A.

“…The COVID-19 pandemic has transformed the way services are delivered. In this editorial, we shine a light on how frontline service employees are coping with…”
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Rejected, Shackled, and Alone: The Impact of Systemic Restricted Choice on Minority Consumers’ Construction of Self by Bone, Sterling A., Christensen, Glenn L., Williams, Jerome D.

“…This research investigates the experience of systemic restricted choice and its impact on self-concept among racial and ethnic minority consumers seeking…”
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The effects of scarcity on consumer decision journeys by Hamilton, Rebecca, Thompson, Debora, Bone, Sterling, Chaplin, Lan Nguyen, Griskevicius, Vladas, Goldsmith, Kelly, Hill, Ronald, John, Deborah Roedder, Mittal, Chiraag, O’Guinn, Thomas, Piff, Paul, Roux, Caroline, Shah, Anuj, Zhu, Meng

“…Research in marketing often begins with two assumptions: that consumers are able to choose among desirable products, and that they have sufficient resources to…”
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Responding to the 98%: face-enhancing strategies for dealing with rejected customer ideas by Fombelle, Paul W., Bone, Sterling A., Lemon, Katherine N.

“…Although companies receive a staggering amount of ideas from consumers, only a small fraction of the ideas are actually usable, with as many as 98% being…”
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Revealing and Mitigating Racial Bias and Discrimination in Financial Services by Scott, Maura L., Bone, Sterling A., Christensen, Glenn L., Lederer, Anneliese, Mende, Martin, Christensen, Brandon G., Cozac, Marina

“…Three field studies and a laboratory experiment reveal racial discrimination in financial loan services. The results show that (1) service employees provide…”
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Assessing the Effects of Service Variability on Consumer Confidence and Behavior by Voorhees, Clay M., Beck, Jonathan M., Randhawa, Praneet, DeTienne, Kristen Bell, Bone, Sterling A.

“…This research examines the effects of service variability on consumer confidence and behavior across multiple transactions in a service relationship. This…”
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Responsibility and Well-Being: Resource Integration Under Responsibilization in Expert Services by Anderson, Laurel, Spanjol, Jelena, Jefferies, Josephine Go, Ostrom, Amy L., Baker, Courtney Nations, Bone, Sterling A., Downey, Hilary, Mende, Martin, Rapp, Justine M.

“…Responsibilization, or the shift of functions and risks from providers and producers to consumers, has become an increasingly common policy in service systems…”
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Consumer Power and Access by Fitzgerald, M. Paula, Bone, Sterling A., Pappalardo, Janis K.

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Shaping Small Business Lending Policy Through Matched-Pair Mystery Shopping by Bone, Sterling A., Christensen, Glenn L., Williams, Jerome D., Adams, Stella, Lederer, Anneliese, Lubin, Paul C.

“…With limited financial sophistication, entrepreneurial consumers approach the financial marketplace more like retail financial consumers than like business…”
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How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service by Bone, Sterling A., Fombelle, Paul W., Ray, Kristal R., Lemon, Katherine N.

“…Customer support is critical for the success of business-to-business (B2B) service firms. A key issue such firms face is how to reduce customers’ reliance on…”
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"Mere Measurement Plus": How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior by BONE, STERLING A., LEMON, KATHERINE N., VOORHEES, CLAY M., LILJENQUIST, KATIE A., FOMBELLE, PAUL W., DETIENNE, KRISTEN BELL, MONEY, R. BRUCE

“…In two studies (a longitudinal field experiment with an established business-to-consumer national chain, and a field experiment with a business-to-business…”
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Immigration, Culture, and Ethnicity in Transformative Consumer Research by Crockett, David, Anderson, Laurel, Bone, Sterling A., Roy, Abhijit, Wang, Jeff Jianfeng, Coble, Garrett

“…Immigration, culture, and ethnicity (IC&E) research has a lengthy history in consumer research, though most research focuses narrowly on identity (and related…”
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‘‘By-the-Book’’ Decision Making: How Service Employee Desire for Decision Latitude Influences Customer Selection Decisions by Bone, Sterling A., Mowen, John C.

“…To reduce adverse customer selection, service firms are empowering employees to use decision latitude to decide whether to provide a service to a potential…”
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Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens by Voorhees, Clay M., Fombelle, Paul W., Gregoire, Yany, Bone, Sterling, Gustafsson, Anders, Sousa, Rui, Walkowiak, Travis

“…Service researchers have emphasized the importance of studying the service experience, which encompasses multiple service encounters. Although the reflection…”
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Personality traits and fear response to print advertisements: Theory and an empirical study by Mowen, John C., Harris, Eric G., Bone, Sterling A.

“…This study investigates the hypothesis that different personality traits influence fear responses to advertising appeals for two types of driver safety…”
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Identifying the traits of aggressive and distracted drivers: a hierarchical trait model approach by Bone, Sterling A., Mowen, John C.

“…Aggressive and distracted driving are two related consumer misbehaviors that jeopardize those on roadways. Responding to the call of Stutts et al. to…”
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Shaping Small Business Lending Policy Through Matched-Paired Mystery Shopping by Bone, Sterling A., Christensen, Glenn L., Williams, Jerome D., Adams, Stella, Lederer, Anneliese, Lubin, Paul C.

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To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion by Bone, Sterling Allen

“…Scope and method of study. This research investigated factors that influence customer selection decisions. Two methods were employed. First, interviews were…”
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To accept or reject a customer's business? The interaction of customer quantitative merit, customer reputation and the decision-maker's need for discretion by Bone, Sterling Allen

“…Scope and method of study. This research investigated factors that influence customer selection decisions. Two methods were employed. First, interviews were…”
Get full text