Using Generative AI to Provide Empathetic Customer Care

Recent social movements such as Black Lives Matter have prompted brands and retailers to increase the use of minority ownership labels (e.g., Black-owned, woman-owned). How do these labels affect consumer behavior during brand failures? Join host Samantha Cross (Babson College) as she interviews Esther Uduehi (University of Washington) and Aaron Barnes (University of Louisville) about their fascinating new Journal of Marketing⁠⁠ study, "The Minority Ownership Awareness Effect: When Promoting Minority Ownership Increases Brand Evaluations." Host: Samantha N. N. Cross Topics: brand failures, black-owned, woman-owned, minority-owned, race, ethnicity, gender The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠University FM.

A new Journal of Marketing study shows how India aimed to make essential medicines more affordable but inadvertently ended up reducing drug sales. Read an in-depth recap of this research here: https://www.ama.org/2024/06/04/how-an-indian-government-policy-backfired-prescription-drug-price-regulations-led-to-more-marketing-for-unregulated-medications/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429241242685 Reference: Saravana Jaikumar, Pradeep K. Chintagunta, and Arvind Sahay, “Do No Harm? Unintended Consequences of Pharmaceutical Price Regulation in India,” Journal of Marketing. Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: regulations, drug prices, healthcare marketing The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM

Do you know the financial value of Gatorade's or Netflix’s customer base? If your answer is no, you're not alone. Firms provide little external information about the financial value of their marketing assets such as brands and customer relationships. This Journal of Marketing study shows that managers should rethink this approach. Read an in-depth recap of this research here: https://www.ama.org/2024/05/21/do-good-and-talk-about-it-how-financial-valuation-and-external-reporting-of-marketing-assets-benefits-companies/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429241236142 Reference: Peter Guenther, Miriam Guenther, Bryan A. Lukas, and Christian Homburg, “Consequences of Marketing Asset Accountability – A Natural Experiment,” Journal of Marketing. Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: financial reporting, stock prices, firm value, The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM

What happens when legal changes aimed to prevent frivolous lawsuits make it more difficult for shareholders to hold managers accountable? This Journal of Marketing study documents the unintended consequence of firms becoming less likely to recall products. Read an in-depth recap of this research here: https://www.ama.org/2024/05/07/the-boeing-lesson-laws-that-prevent-frivolous-litigation-also-reduce-the-likelihood-of-product-recalls/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429241231236 Reference: Arvid O. I. Hoffmann, Chee S. Cheong, Hoàng-Long Phan, and Ralf Zurbruegg, “So, Sue Me…If You Can! How Legal Changes Diminishing Managers’ Risk of Being Held Liable by Shareholders Affect Firms’ Likelihood to Recall Products,” Journal of Marketing. Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: product recalls, liability, lawsuits, marketing management The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM

A new Journal of Marketing study suggests that an on-demand model for online learning may bring in more paying users, but those users could also be less engaged in the material. Read an in-depth recap of this research here: https://www.ama.org/2024/04/30/can-the-on-demand-model-work-for-online-educational-platforms-like-coursera-a-new-study-investigates/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429241227145 Reference: Joy Lu, Eric T. Bradlow, and J. Wesley Hutchinson, “More Likely to Pay but Less Engaged: The Effects of Switching Online Courses from Scheduled to On-Demand Release on User Behavior,” Journal of Marketing. Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: online learning, asynchronous learning, on-demand content The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM

Time to rethink your influencer marketing efforts? A new Journal of Marketing study shows that firms aiming to build a large follower base are better off targeting followers of followers than cherry-picking remote influencers. Read an in-depth recap of this research here: https://www.ama.org/2024/03/19/a-research-proven-way-to-build-a-bigger-social-audience-target-followers-of-followers/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429231223420 Reference: Jacob Goldenberg, Andreas Lanz, Daniel Shapira, and Florian Stahl, “Targeting Nearby Influencers: The Acceleration of Natural Triadic Closure by Leveraging Interconnectors,” Journal of Marketing. Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: influencer marketing, user-generated content, social media, soundcloud The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM

Do empathetic interactions require human participation? A new Journal of Marketing study shows that generative AI can be used to create "feeling AI" that helps companies build empathetic relationships with customers. Read an in-depth recap of this research here: https://www.ama.org/2024/04/23/can-companies-create-a-machine-that-feels-and-cares-using-generative-ai-to-provide-empathetic-customer-care/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429231224748 Reference: Ming-Hui Huang and Roland T. Rust, “The Caring Machine: Feeling AI for Customer Care,” Journal of Marketing Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: p-values, statistics, statistical significance, research The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM

Political ideologies shape consumer behavior, but how do they intersect with industry, activism, and identity to affect marketplace outcomes and behaviors? Join host Nailya Ordabayeva (Boston University) as she interviews Kathleen Seiders (Boston College) and Esther Uduehi (University of Washington) about their recent Journal of Marketing studies related to political ideologies in the marketplace.  Articles discussed include: Kathleen Seiders, Andrea Godfrey Flynn, and Gergana Nenkov, “How Industries Use Direct-to-Public Persuasion in Policy Conflicts: Asymmetries in Public Voting Responses,” Journal of Marketing. Esther Uduehi, Julian K. Saint Clair, and Rowena Crabbe, "Intersectionality in Marketing: A Paradigm for Understanding Understudied Consumers," Journal of Marketing⁠. Host: Nailya Ordabayeva Topics: politics, marketing, intersectionality, conservatives, liberals, public policy, persuasion The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠University FM

Null hypothesis significance testing (NHST) is the default approach to statistical analysis and reporting in marketing and, more broadly, in the biomedical and social sciences. A Journal of Marketing study advocates for rethinking this approach entirely. Read an in-depth recap of this research here: https://www.ama.org/2023/12/12/time-to-abandon-null-hypothesis-significance-testing-moving-beyond-the-default-approach-to-statistical-analysis-and-reporting/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429231216910 Reference: Blakeley B. McShane, Eric T. Bradlow, John G. Lynch, Jr., and Robert J. Meyer, “‘Statistical Significance’ and Statistical Reporting: Moving Beyond Binary,” Journal of Marketing. Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: p-values, statistics, statistical significance, research The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM

A Journal of Marketing editorial argues that healthcare markets should move beyond the study and management of conventional B2B and B2C strategies to account for new actors, roles, and exchanges. Read an in-depth recap of this research here: https://www.ama.org/2023/11/28/what-is-the-role-of-marketing-in-disrupted-health-care-markets-its-time-to-move-beyond-conventional-strategies-to-account-for-new-actors-roles-and-exchanges/ Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429231213154 Reference: Christine Moorman, Harald J. van Heerde, C. Page Moreau, and Robert W. Palmatier, “Marketing in the Health Care Sector: Disrupted Exchanges and New Research Directions,” Journal of Marketing. Narrator: Adalgisa Butkewitsch Acknowledgments: Sushma Kambagowni Topics: innovation, supply chain, governance, marketing The JM Buzz Podcast is a production of the American Marketing Association's Journal of Marketing and is produced by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠University FM