Abstract Customer Experience Management (CEM) is an emerging field and as companies
try new ways of understanding and managing experiences this paper provides an …

This article provides an integrative review of the literature on judgment-based predictions of
performance time, often described as task duration predictions in psychology and as expert …

Abstract Customer Success Management (CSM) has transcended from a buzzword into the
latest permutation in customer management practice and accordingly deserves rigorous …

Across 6 studies we investigated the development of overconfidence among beginners. In 4
of the studies, participants completed multicue probabilistic learning tasks (eg, learning to …

The creation of strong customer experiences is a pivotal topic in the services marketing field,
as customer experience (CX) has repeatedly been associated with customer commitment …

Empirical studies in marketing conceptualize commitment as a three-component construct
comprised of affective, normative, and calculative commitment. We develop and empirically …

People tend to be overconfident when predicting their performance on a variety of physical
and mental tasks (ie, they predict they will perform better than they actually do). Such a …

As logistics and supply chain managers face increasingly complex challenges, there is a
critical need to better understand the nuances of decision making in today's global business …

Scholars around the world have studied electronic word of mouth (eWOM) heavily in the
past decade. However, despite extensive knowledge of the effect of eWOM on consumer …

It is common that marketers design and position pretty products more to female consumers
than to male consumers, suggesting that they generally believe that females have a stronger …