friendly salesperson

Is Your Friendly Customer Service Backfiring?

Friendliness without friendship may undermine customer relationships
Disney crowds

The Science Hiding in Mickey's Pixie Dust

Disney researchers decode consumer behaviour to discover untapped value

Sneaky Selling Can Backfire

Consumers rarely notice when manufacturers position their own salespeople in retail outlets. Those firms better hope consumers don't wise up
data eye

Don’t Buy What Surveillance Capitalism Is Selling

The endgame is to change people’s behaviour at scale and undermine self-determination
bar_codes_on_face

Privacy Privation: Searching for a New Data Culture

Want a more well-rounded approach to using customer information? Let the C-Suite grab the reins

Food Waste: Check Your Blind Spots

About one-third of food produced worldwide is wasted while millions go hungry. Research into consumer behaviour exposes the biases that undermine our good intentions

What I Wish I Had Known Then

“The story we’re looking for is a story of human behaviour”

Strategic Planning, Beyond Divvying Up Resources

Marketing strategy must begin with the question: What is the problem that consumers are trying to solve?

Markdowns: Decoding the Nuances of Consumer Behaviour

A new model that accounts for how consumers view wait-or-buy decisions shows retailers how to harvest higher revenue from deeper discounts

Beyond Hashtags: Tweeting Innovation

Research reveals the best tactics for entrepreneurs to spread word of mouth via Twitter

Smith School of Business

Goodes Hall, Queen's University
Kingston, Ontario
Canada K7L 3N6

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