Companies that raise prices might expect some unhappiness from customers, especially if the price increase is seen as deliberate profit-taking. The reaction to Marks & Spencer doubling the price of hand sanitizer during Covid is one example of a price hike consumers found particularly objectionable. The backlash from customers was compounded by the fact that […]
Author: Habel, Johannes
When Customers Can See More Cost than Benefit in CSR
The business literature almost unanimously presents a simple, positive picture of the beneficent effects of corporate social responsibility on customer attitudes toward the corporation. Through a series of four quantitative studies involving more than 4,000 customers and participants, a team of researchers revealed the much more ambiguous reality of how customers view companies that engage […]
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When Does Downsizing Hurt Customer Satisfaction?
Research has shown that downsizing will often have a direct negative impact on customer satisfaction, and this negative impact results in a decline in business performance. This causal chain seems clear and intuitive. New research confirms the assumption that downsizing hurts customer satisfaction, and as a result, reduces the financial performance of the company. However, […]
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