Marketing

Min Kim

Min Kim began in Fall 2015. His research interests include price discrimination, two-sided market, and discrete choice models.

How to Deal With That Irate Tweeting Customer

Twitter can be a brutal world for customer-service workers, since complaints get aired not just with great vitriol but also very publicly. All companies take virtual punches to the gut, and they have to decide how to respond.  "I am so sick of @ATT not working!" "Sitting on the Tarmac at DFW waiting for a gate! Late again #americanairlines." New research from Smith School professor Liye Ma finds that intervening to help people who complain on Twitter is a double-edged sword. It improves the relationship with the firm but also makes that person more likely to complain in the future. Read more...

Yajin Wang

Professor Wang received her Ph.D. in Marketing from the Carlson School of Management at University of Minnesota in 2015. Her research focuses on luxury brands and conspicuous consumption, and social/ interpersonal influence on consumer’s behavior. Her research has been published in Journal of Consumer Research and Psychological Science, and has been covered in the New York Times, Wall Street Journal, Harvard Business Review, BBC News, FOX News, and CNN. She teaches consumer behavior in the undergraduate program.

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