Parents and young people as consumers

This past weekend was Mother’s Day in the UK. The date prompted me to read a paper that has been sitting on my “to read” list for a while: Stella Minahan and Patricia Huddleston’s “Shopping with mum – mother and daughter consumer socialization”. The paper interviewed 30 young women aged 20 to 22 years old … Continue reading Parents and young people as consumers

A public services workforce fit for the future – The role of digital technology

Last week, I went to Parliament, to participate in the House of Lords’ Public Services Committee, which is looking at creating “A public services workforce fit for the future”. The session that I joined focused on the role of digital technology, and I was one of the expert witnesses, alongside Professor Catherine Mangan from the … Continue reading A public services workforce fit for the future – The role of digital technology

Covid-19 lockdowns, 2 years on: positive impact on subjective wellbeing, and lingering effect on time spent at home. But fitness industry is bouncing back.

Last Friday (March 11th) marked two years since the World Health Organisation (WHO) declared Covid-19 a pandemic. In the meantime, we have experienced some truly depressing moments such as when the number of global casualties reach 1 million; as well as some truly exhilarating ones, such as when it was confirmed that scientists had developed … Continue reading Covid-19 lockdowns, 2 years on: positive impact on subjective wellbeing, and lingering effect on time spent at home. But fitness industry is bouncing back.

Customers love our technology (Or… do they?)

The BBC reported, recently, that several major supermarket chains are trialling the use of automated technology to scan a customer’s face and verify their age, when they are buying alcohol. The reason for using this technology for age verification (as opposed to relying on cashiers to do so, in line with legal requirements) is, according … Continue reading Customers love our technology (Or… do they?)

New paper: The Pandemic-Induced Personal Data Explosion

Back in June 2020, I came across a special collection of papers about COVID-19, in the Journal of Public Policy & Marketing. Within that collection, the paper “Consumer Privacy During (and After) the COVID-19 Pandemic”, by Aaron R. Brough and Kelly D. Martin caught my attention. That paper reflected on the implications of the increased … Continue reading New paper: The Pandemic-Induced Personal Data Explosion

Tales of developing an AI-powered chatbot

Chatbots are computer programmes designed to conduct conversations with humans about specific topics, through text, voice or touch. Because they can run 24/7, chatbots are becoming increasingly popular in situations where there are frequently asked questions which can be resolved from a limited pool of answers. Examples include accepting an order, updating the status of … Continue reading Tales of developing an AI-powered chatbot

More than a party – A consumer behaviour look at the impact of government sleaze on public health

Trust in politicians in the UK has taken a tumble, recently. The IPPR revealed that, as of the end of last year, the British Public’s distrust in politicians was at an all-time high: Image source Moreover, according to YouGov numbers, as of last week, almost 2/3 of all UK adults disapproved of the Government’s record … Continue reading More than a party – A consumer behaviour look at the impact of government sleaze on public health

Blockchain: definition, applications in marketing, and issues emerging

There is a lot of talk about blockchain technology these days. This technology has come a long way since it was primarily associated with crime (for instance, crypto currency, which is based on blockchain technology, was the main means of exchange in the now defunct, online black-market, Silk Road). It is now being touted as … Continue reading Blockchain: definition, applications in marketing, and issues emerging

Guest talk: Jacob Thundil, MBE; Founder & MD Cocofina

The style and appearance of the space where the service is delivered (including online space) is highly consequential for: Facilitating the service encounter and enhancing productivitySignalling quality, and positioning the brandReinforcing the value proposition, andShaping customers’ (and employees’) feelings and behaviours in the space For instance, warm colours are energising, while cool colours are calming. … Continue reading Guest talk: Jacob Thundil, MBE; Founder & MD Cocofina

In hot water – A tale of service failure and recovery

Last week, right when I was feeling very sorry for myself because of the booster vaccine’s side effects and needed a pick me up, our Nespresso coffee machine stopped working. It started by being a little bit annoying; but, 48 hours later, it was really frustrating, and I was seriously considering quitting coffee or, at … Continue reading In hot water – A tale of service failure and recovery