Magnus Söderlund
Stockholm School of Economics
Customer retentionAdvertisingEmpirical researchProduct (category theory)Word of mouthService qualityBusinessPsychologyMarketingSet (psychology)Customer satisfactionConsumer behaviourPerceptionContext (language use)Service (business)AttractivenessCustomer advocacyAffect (psychology)Customer to customerApplied psychologyCustomer delightSocial psychology
Publications 79
Firms have begun to introduce virtual agents (VAs) in service encounters, both in online and offline environments. Such VAs typically resemble human frontline employees in several ways (e.g. the VAs may have a gender and a name), which indicates the presence of an assumption by VA designers – and by firms that employ them – that VA humanness is a positively charged characteristic. This study aims to address this assumption by examining antecedents to perceived humanness in terms of attribution o...
#1Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
#2Eeva-Liisa Oikarinen (University of Oulu)H-Index: 6
Last. Teck Ming Tan (University of Oulu)H-Index: 5
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Abstract Few existing virtual agents (VAs) that customers interact with in service encounters can experience emotions, but they can be (and often are) designed so that they appear to have this capability. The purpose of this study was to assess VAs' display of happiness in service encounters when the only means they have to express themselves is the text that they transmit. Linguistic elements that influence the perceived happiness of a (human) sender of text messages were identified in a pilot ...
#1Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
#2Hanna Berg (HHS: Stockholm School of Economics)H-Index: 4
Last. Karina T. Liljedal (HHS: Stockholm School of Economics)H-Index: 5
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Consumer behavior research deals with consumers’ acquisition, use, and disposition of products. All of these consumer activities, however, have not been studied to the same extent. And we do yet not have good theories for everything covered by these activities. At the same time, consumers are increasingly in focus for many firms. Much more research is thus needed. And much research is indeed carried out –so much that it is impossible for a single individual to know what goes on. So, what exactly...
#1Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
Abstract In this study, an experiment was used to examine the effects of employee norm-violations in the service encounter with respect to what was considered appropriate behavior (e.g., social distancing) during the 2020 corona pandemic. The participants were exposed to a grocery store employee whose behavior was manipulated (norm-violating vs. norm-confirming). Norm-violating behavior resulted in lower perceived employee warmth, lower perceived employee competence, higher disgust, and more deh...
2 CitationsSource
The purpose of this study was to examine the impact of unsubstantiated claims that a product is “ecological.”,A between-subjects experimental design was used in which the absence versus the presence of an (unsubstantiated) ecological claim regarding a product was a manipulated factor. The design comprised four products, representing non-ingestible/ingestible products and familiar/unfamiliar brands. These two aspects were seen as potentially moderating factors with respect to the impact of ecolog...
1 CitationsSource
#1Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
Abstract In the service encounter, the employee must often encourage customer self-disclosure (i.e., revealing of personal information) to be able to match the customer's needs with what the firm has to offer. This study uses an experimental approach to manipulate employee encouragement of self-disclosure (low vs. high) to explore its impact on the customer. It was found that encouraging self-disclosure enhanced customer perceptions of customization, employee effort, own effort, privacy concerns...
This study aims to assess factors influencing customers’ online grocery shopping experiences, and it evaluates the central role of customer service and consumers’ responses to satisfying grocery shopping.,A mixed-methods approach was used; linguistic inquiry and the word count (LIWC) method captured qualitative aspects of consumers’ grocery shopping experience, whereas partial least square-structure equation modeling tested hypotheses regarding antecedents to consumers’ overall online grocery sh...
4 CitationsSource
#1Jan MattssonH-Index: 35
#2Magnus Söderlund (HHS: Stockholm School of Economics)H-Index: 20
The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos.,Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high).,Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness....
3 CitationsSource
#1Magnus SöderlundH-Index: 20
#2Jonas CollianderH-Index: 12
Last. Stefan SzugalskiH-Index: 2
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This paper aims to examine if the response device (smartphone vs computer) used by participants in online data collections affects their responses. The screens of smartphones and computers differ in size, and the main hypothesis here is that screen size is likely to be influential when stimuli with aesthetic qualities are shown on the screen.,Two experiments, in which pictures of food items were used as stimuli, were conducted. In each experiment, the screen size of the participants’ devices use...
1 CitationsSource