In many ways, 2020 marked a change in how digitalization impacted both individuals and businesses. Consumers have adjusted the way they live and work, and delivering on those consumer preferences has ...

As the world races toward more powerful and pervasive technology, its impact is being felt in every part of our individual and corporate lives. From the internet to electronic messaging and ...

The customer service industry is especially ripe for situational passive aggressive behaviors in that service professionals are expected to demonstrate hospitable behaviors at all times. When faced ...

Loyalty isn’t love, it’s utility, habit and frictionless design, and it’s time marketers built programs that reflect that reality. Editor’s note: Loyalty isn’t love — it’s habit. In Part 2 of our ...

Consumer behavior—or how people buy and use goods and services—is a rich field of psychological research, particularly for companies trying to sell products to as many potential customers as possible.

We know that people don't always do what they had intended to do. Yet, self-reported intentions continue to be used widely in academic and commercial research because they represent easy-to-collect ...