Handling consumer messages on social networking sites: Customer service or privacy infringement?

Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation theory to theorize how proactive customer service interventions with consumer messages on social [...]

By | June 7th, 2017|Research|0 Comments

When red means GO!

Previous research has established red as the color of compliance, for example with warnings, social norms, and instructions. When applying red as a background color to the website of the Dutch child helpline in an attempt to reduce prank chatting, however, we found that red had the exact opposite effect; prank chatting incidence [...]

By | June 30th, 2016|Research|0 Comments