Amit Poddar

TL;DR: In this article, the authors propose to print how much consumers have spent cumulatively on credit card receipts and test the effect of this proposal on spending via a controlled experiment, finding that printing this additional information on credit cards leads to a significant 9.6% reduction in overall spending compared to the status quo.

TL;DR: In this paper, the authors used digital geolocation history data from restaurant check-ins along with item response theory to identify mundane and exotic cuisines, and tastemakers with broader palates.

TL;DR: The authors examined the effectiveness of two types of marketing interventions on water conservation behavior and compared behaviors to self-reported conservation claims, concluding that the use of the eco-feedback technology could result in cost savings for the subject university.

TL;DR: The authors found that the presence of accumulative data eliminates speculation (i.e., overestimating performance) and motivates achievement behaviors during the semester and offers an innovative, yet very simple way to motivate students to elevate their performance.

Abstract: Purpose – The purpose of this paper is to investigate the role of customer service employees’ (CSEs) competence and service recovery outcomes on service evaluations of foreign and domestic CSEs. Design/methodology/approach – Three experiments were conducted to test and validate the proposed hypotheses. The participants were told a cover story that they were either listening to (Study 2) or reading (Studies 1 and 3) a real conversation between a customer service representative of a bank and a customer and the authors wanted their views about the service encounter. While country of origin (COO) and competency were common independent variables across three studies, Study 2 included service recovery with a full refund and Study 3 had both full and partial refund and apology offered or not. Findings – Results from three experiments show that while competent CSEs are evaluated the same, regardless of their COO, the domestic CSE is evaluated more negatively than the foreign CSE when both are incompetent. The aut...