How do companies best respond to angry #customers on #socialmedia? De-escalate the situation with active listening and #empathy. Learn more: bit.ly/3RoC7jX By Dennis Herhausen, Lauren Grewal, Krista Hill Cummings, Anne L. Roggeveen, Diego Porcayo and Dhruv Grewal

Service sequestration: a suite of spatial design tactics that creates strong consumer protections for emotional risk-taking - from our new study on transformative service conversation: emerald.com/insight/conten…

Service serialization: a suite of temporal design tactics that creates predictable rhythms for emotional risk-taking - the second finding from our study on transformative service conversation emerald.com/insight/conten…

AMA is profoundly grateful to outgoing Journal of Marketing editors Christine Moorman, Harald Van Heerde, Page Moreau, and Robert Palmatier. In this editorial, they discuss the lessons they've learned during their tenure. Christine Moorman #MarketingAcad bit.ly/3SkUWnT

What is the relationship between a #socialmedia influencer’s follower count and the #engagement they generate? Is more always better? Listen to this latest episode of the JM Buzz Podcast to learn more! 🎧 Alex Bleier Alexander Edeling #influencermarketing bit.ly/3hdRBdq

Our HBR article on customer journeys has been translated into German and is available in print and online here: manager-magazin.de/harvard/strate…

Mal vorhersehbar, mal abenteuerlich: Wer Kundinnen und Kunden dauerhaft an die eigene Marke binden will, muss ihnen das passende Erlebnis bieten. #Marketing #customerjourney manager-magazin.de/harvard/strate…

📖 Today’s read: via Nieman Lab: Robert V. Kozinets and Pfeiffer Law advance three suggestions to make social media platforms more transparent and tackle incitement to violence, hate speech, and #disinformation: ow.ly/qEQi50MrpVX #MediaDev

Please join us for an interactive online event to discuss and answer your questions about Netnocon 2023, the upcoming #netnography conference July in Manchester. The online event will be Jan 25 9-10am PST/12-1pm EST netnocon23-preview.eventbrite.co.uk Please spread the word & see you then!

Join us in Leipzig! Job Opportunity at Lancaster University: Lecturer (Assistant Professor) in Management hr-jobs.lancs.ac.uk/0036-23

🚨 Don't miss this #webinar Join Anton Siebert and Charles Kergaravat for an overview of Anton's latest research: • The Customer Journey Matrix • 5-step process to implement an ideal Customer Journey • Examples of successful implementations Sign up 👉 bit.ly/3XvL91c

Don't make your Customer Journeys >>> EFFORTLESS & PREDICTABLE! Yes, you read that right Anton Siebert & I will share research to show that a "no effort" approach is overly simplistic—and can even backfire. Join us : bit.ly/3XsEeWx 📅 Tuesday, Feb 21st 🕦 11:30 am CET

Online influencers have started 'de-influencing' to build trust with their followers Lancaster University Management School's Dr Hayley Cocker discusses her research in The Conversation lancaster.ac.uk/news/de-influe…

When it comes to #influencermarketing, what types of content work best? How does follower size relate to engagement? Two recent Journal of Marketing studies answer these questions. Learn more here: bit.ly/3ltcnZi Alex Bleier Alexander Edeling #marketingresearch #marketing

Why does some #content captivate consumers and keep them engaged, while other content makes them lose interest? This new Journal of Marketing study explores #language that leads to sustained #attention: bit.ly/3lvaOKc By jonah berger, Wendy Moe, and David Schweidel #marketing

We're proud to feature in the QS Top Universities QS World University Rankings by Subject 2023: ⭐Accounting and Finance =65th, 11th in the UK ⭐Business and Management Studies =70th, =9th in the UK ⭐Statistics and Operational Research #51-100, =10th in the UK lancaster.ac.uk/news/lancaster…

What is the #customerjourney matrix framework, and how does it work? You can find out in our latest article by Ellie Thornton. 👇 cxm.co.uk/customer-journ… #cxmagazine #design

From the thrill of roller coasters to the panic of escape rooms, consumer experiences provide many opportunities for research. We’re pleased to announce a JACR issue on Experiential Consumption edited by Joseph Goodman, Kristin Diehl, & Jeff Galak! journals.uchicago.edu/journals/jacr/…

New JM article available: "What Holds Attention? Linguistic Drivers of Engagement" Read it here: buff.ly/42DBg4e

Delighted to have won the University's Pilkington Teaching Award - along with Mike Ryder Anna Galindo and Anton Siebert from the Marketing Department 💫🎉🤩