Online platforms are useful, additional channels to acquire products and services. For instance, online supermarkets have been lifelines for people isolating at home because of COVID-19. Online platforms are also great channels to talk with firms and other customers, be it as a form of acquiring information, solving problems or, simply, getting emotional support. What … Continue reading The role of online shopping as a mechanism to navigate racial discrimination
Chatbots are everywhere, and used in every industry. They promise to improve customer service, by offering 24-hour service and quick answers, at a fraction of the cost of their human counterparts. Reality is, however, less… polished. Even a bit frustrating. In the paper “The dark side of AI-powered service interactions: exploring the process of … Continue reading Sources of customer dissatisfaction in AI-powered service interactions
“Self-disclosure” refers to the intentional disclosure of personal information, such as location, behaviour or feelings, to third-parties. We all do it, to an extent, because sharing little bits of personal information is a way of cementing social relationships, and increasing likability. For instance, throughout lockdown, my colleagues and I have been talking about hobbies, family, … Continue reading Analysis of COVID-19 related tweets shows emphasis on self-centric, support seeking content among users that disclose personal information
When clients disappear, and demand dries up, it is tempting to cut prices. Businesses try to lure customers back with a good deal, particularly those that sell perishable items (for instance, food and flowers), seasonable items (for instance, Father’s Day cards and gifts) and services (for instance, restaurants and hairdressers). Hotel managers, for instance, see … Continue reading Do price discounts help in crisis recovery?
The Journal of Public Policy & Marketing published a special collection of papers regarding COVID-19. This included a paper by Aaron R. Brough and Kelly D. Martin, discussing how the COVID-19 pandemic led to four phenomena related to personal data. The four phenomena are: Increased surveillance by governments worldwide, in the form of generalised data … Continue reading Impact of COVID-19 on the generation and disclosure of personal data
Today, I would like to share with you three podcast episodes. While discussing issues related to COVID-19, they actually offer great insight about consumer psychology, and about the limitations of technology. Why we stockpile(d) toilet paper In episode 34 the “It's all just a bunch of BS” podcast, Caroline Roux discusses decision making in … Continue reading Podcast recommendations: Why we stockpile(d) toilet paper; Why tracing COVID-19 with an app is tricky; and Why automated recommendations technology is struggling
I secured a small grant to investigate UK residents’ perceptions of contact tracing apps. I am just waiting for ethical approval, before I can start collecting data via interviews and, after that, a survey. In the meantime, I am checking the latest published research on related topics. Based on my previous work, I know … Continue reading Can the health locus of control help us understand who will download and use contact tracing apps?
Yesterday, I joined a webinar to share my colleague Liyuan Wei and I are supporting a boutique hotel to adapt to the challenges presented by COVID-19. The owner of the hotel very kindly joined us, too, to share his perspective – why he reached out to us, what he is getting from this collaboration, … Continue reading Adapting to the new normal – Webinar
At the time of writing, the UK Government is testing a contact tracing app. Contact tracing apps are seen as key in enabling an easing of lockdown measures, but are effective only if a majority of citizens use it. And that, in turn, could vary with the app’s features. A team of researchers at … Continue reading Early results suggest that UK residents would trust and use NHS contact tracing app
The UK government’s strategy to contain the spread of the SARS-Cov-2 virus has, until now, relied on extreme social distancing, via stay-at-home orders (aka lockdown). Such measures aim to slow down the rate of infection (i.e., flatten the curve) to avoid overwhelming the health services, and to allow for treatments and a vaccine to become … Continue reading COVID-19 contact tracing apps, and why marketing needs to join the discussion