Anne L. Roggeveen
Babson College
Customer retentionAdvertisingProduct (category theory)BusinessEconometricsPsychologyEconomicsMarketingProcess managementEmerging technologiesConsumer behaviourPerceptionService recoveryCustomer engagementService (business)Customer experienceCustomer advocacyExperiential learningAffect (psychology)Public relationsComputer scienceProcess (engineering)Product (business)Social mediaCustomer to customerSocial psychology
103Publications
26H-index
3,842Citations
Publications 99
Newest
Source
#1Ali Besharat (DU: University of Denver)H-Index: 8
#2Gia Nardini (DU: University of Denver)H-Index: 3
Last. Anne L. Roggeveen (Babson College)H-Index: 26
view all 3 authors...
Abstract Online daily coupons (ODCs) (e.g., Groupon) differ from conventional coupons, in that they require customers to make a prepayment for a product or service to receive a substantive discount at a later point in time. Drawing from escalation of commitment literature, this article examines how ODCs’ unique prepayment structure might affect customers’ spending upon redemption. The results reveal that a high prepayment enhances redemption spending, but only if the temporal distance between th...
Source
#1Anne L. RoggeveenH-Index: 26
#2Raj SethuramanH-Index: 2
Last. Raj SethuramanH-Index: 19
view all 2 authors...
Source
#1Dhruv Grewal (Babson College)H-Index: 89
#2Dinesh K. Gauri (UA: University of Arkansas)H-Index: 17
Last. Raj Sethuraman (SMU: Southern Methodist University)H-Index: 19
view all 4 authors...
Abstract The world of retailing is being reimagined and transformed at breakneck speeds due to new technologies, as well as due to changes in consumer purchasing behavior resulting from the COVID-19 pandemic. This dynamic retail marketplace is forcing retailers to strategize how to best position themselves to survive and flourish in this environment. Recognizing that we are at a critical inflection point in the world of retailing, we conceptualize a Strategic Wheel of Retailing in the new techno...
1 CitationsSource
#1Anne L. Roggeveen (Babson College)H-Index: 26
#2Dhruv Grewal (Babson College)H-Index: 89
Last. Richard OlsonH-Index: 1
view all 11 authors...
Abstract This research highlights the importance of retailer-consumer identity congruence – the match between the retail brand identity and the consumers’ identity. Retailers can leverage identity congruence to forge meaningful consumer-brand relationships which will result in enhanced engagement, brand loyalty, and willingness to pay. The paper discusses how creative merchandise offerings and innovative merchandising strategies contribute to the creation of a unique retail brand identity and fa...
4 CitationsSource
#1Anne L. RoggeveenH-Index: 26
#2Raj SethuramanH-Index: 19
Last. Raj SethuramanH-Index: 2
view all 2 authors...
Source
#1Anne L. RoggeveenH-Index: 26
#2Raj SethuramanH-Index: 19
Last. Raj SethuramanH-Index: 2
view all 2 authors...
Source
Abstract The world of retailing is changing rapidly, and much of that change has been enabled by customer-interfacing retail technologies. This commentary offers a framework for classifying technologies, based on their primary influence on a customer’s purchase journey – in the pre-purchase stage, needs management and search engagement technologies; in purchase stage, purchase transaction and physical acquisition technologies; and in the post-purchase stage, follow-up service and loyalty managem...
10 CitationsSource
#1Dhruv Grewal (Babson College)H-Index: 89
#2Mirja Kroschke (WWU: University of Münster)H-Index: 3
Last. Maura L. Scott (FSU: Florida State University)H-Index: 13
view all 5 authors...
Abstract Human enhancement technology (HET) is advancing a host of industries, yet it remains limited in its retail, sales, and service applications. Soon, however, these technologies appear likely to have notable impacts on customer experiences. To address their potential influences on customer–employee interactions and the customer experience, this article leverages insights about the human–robot continuum to predict that a mid-range approach may be realistic for retail, sales, and service enc...
7 CitationsSource
#1Lan Xia (Bentley University)H-Index: 17
#2Anne L. Roggeveen (Babson College)H-Index: 26
Abstract Growing dynamic pricing and price automation trends increase the risk of price mistakes. In the case of low price mistakes, consumers might seek to take advantage of the error, and the company must decide whether to honor or deny the transactions. A set of studies reveal that consumers are more likely to take advantage of the price mistake when they feel powerful and when they perceive the company as powerful. Moreover, their perceptions of service fairness serve as double-edged swords,...
Source