Dhruv Grewal | Babson College (original) (raw)
Papers by Dhruv Grewal
Industrial Marketing Management, May 1, 2001
The business market has been undergoing a paradigmatic change. The rise of the Internet, market f... more The business market has been undergoing a paradigmatic change. The rise of the Internet, market fragmentation, and increasing global competition is changing the value that business marketers provide. This paradigmatic transformation requires changes in the way companies are ...
Http Dx Doi Org 10 1080 15332660802516029, Dec 8, 2008
The authors explore the role of 5 drivers of loyalty: customer usage level, service pricing, serv... more The authors explore the role of 5 drivers of loyalty: customer usage level, service pricing, service quality, membership in the firm's loyalty program, and satisfaction with complaint handling. The effects of these drivers may differ for customers who complain versus those who do not complain, as well as for satisfied complainers versus dissatisfied complainers. Testing the proposed models with customers of a large airline, the authors found that satisfaction with complaint handling was key to consumer recommendation of the service to others. The results also underscore the importance of service quality and service pricing as determinants of customer loyalty.
Http Dx Doi Org 10 1080 15332660802508406, Dec 8, 2008
... Dhruv Grewal is the Toyota Chair of E-Commerce and Professor of Marketing, Babson College, Ba... more ... Dhruv Grewal is the Toyota Chair of E-Commerce and Professor of Marketing, Babson College, Babson Park, MA. Ram Krishnan is a Research Professor of Marketing, University of Miami, Coral Gables, FL. ... narrow; Gauri, Trivedi, & Grewal, 2008). ...
Journal of Consumer Research, Feb 1, 2005
... Procedure. Executive MBA participants ( ) were assigned randomly to pretested experimental co... more ... Procedure. Executive MBA participants ( ) were assigned randomly to pretested experimental conditions, which were presented as evaluations of a new plastic automobile tire (Shimp and Bearden 1982). ... Shimp and Bearden 1982; ). ...
インストアマーケティングに関する欧米の研究論文集, Mar 1, 2004
Http Dx Doi Org 10 1509 Jm 10 0271, May 29, 2013
ABSTRACT Consumer regret can result in unfavorable outcomes for marketers. To prevent regret, man... more ABSTRACT Consumer regret can result in unfavorable outcomes for marketers. To prevent regret, many retailers promise to refund money to consumers who discover lower prices after purchase. The authors show that a refund's effect on felt regret depends on how consumers view these promises. If consumers mainly view them as protective tools (i.e., adopt a protection focus), postrefund regret is minimal. If consumers primarily view such promises as sources of information about the retailer's price status (i. e., adopt an information focus), regret persists even after refund. The authors show that regret persists with these consumers because finding a lower price results in a perception of trust violation. They find that subject to boundary conditions, using a disclaimer that states that the retailer does not claim to offer the lowest prices helps avoid this negative outcome for information-focused consumers. The authors contribute to the literature on outcome reversibility and regret by showing that outcome reversal does not necessarily obviate regret. In addition, they show that regulatory focus serves as the motivational basis for how consumers view refund promises.
Recherche Et Applications En Marketing, Mar 1, 2007
... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7... more ... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7. Les facteurs qui influencent l'efficacité du marketing relationnel : une méta-analyse 85 commun dans la culture, les valeurs et les buts. ...
Http Dx Doi Org 10 1509 Jmkg 66 3 1 18505, May 29, 2013
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
This study explored customer’s reactions to self-service technology (SST) failures. Drawing from ... more This study explored customer’s reactions to self-service technology (SST) failures. Drawing from the attribution and expectancy theory, we probed a psychological process customers undergo during SST failures, and in particular, the formation of customers’ expectation for fixing the problem by themselves. We also examined the behavioral intention and actual reactions customers take to recovery SST failures. In addition, we investigated
Journal of Retailing, 2015
ABSTRACT Many suppliers invest heavily in channel partner programs that incentivize selling and l... more ABSTRACT Many suppliers invest heavily in channel partner programs that incentivize selling and learning. The authors conduct a multi-wave field study to investigate the roles of indebtedness and gratitude in transforming these investments into returns. The results show that indebtedness has negative effects on commitment to the supplier, as well as the reseller's sales effort. Gratitude however attenuates the effects of indebtedness on sales effort and commitment, and thus offers a buffer against indebtedness’ negative effects. Indebtedness and gratitude thus play key roles in channel partner programs. In addition, the results highlight the importance of perceived motives as they differentially predict these two states. Benevolent motives are found to increase gratitude, though ulterior motives do not detract from it. Ulterior motives do however increase indebtedness. Finally, the results also reveal how entitlement negatively impacts channel partner programs: It decreases the positive effect of perceived program value on partner gratitude while increasing the effect of ulterior motives on indebtedness. This study thus assesses the simultaneous yet contrasting role of gratitude and indebtedness, as well as the complexity associated with realizing the full benefits of channel partner programs. The findings have implications for suppliers, marketers, and further research.
Recherche et Applications en Marketing, 2007
... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7... more ... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7. Les facteurs qui influencent l'efficacité du marketing relationnel : une méta-analyse 85 commun dans la culture, les valeurs et les buts. ...
Journal of Quality Management, 1997
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
Retailers increasingly experiment with a wide variety of store elements; this article focuses on ... more Retailers increasingly experiment with a wide variety of store elements; this article focuses on in-store marketing tactics and reports the results of 12 in-store experiments conducted in cooperation with different retail chains. Experiments 1–3 address in-store signage (digital, floor) and reveal that digital screens and signage can draw customers toward merchandise and deeper into shopping aisles. Experiments 4–6 explore the impact of the organization of a display (vertical, horizontal, diagonal, waterfall) and generally demonstrate the superiority of vertical organizations of merchandise. In Experiments 7–9, results pertaining to the location of a product in a store highlight the importance of placing merchandise at eye level. With Experiments 10 and 11, the authors reinforce the importance of retail atmospherics (scent, lighting). Finally, Experiment 12 explores product placement and other factors that can enhance the effectiveness of in-store merchandise demonstrations.
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
Review of Marketing Research, 2007
... Often, much of this information is presented in the context of the many different price promo... more ... Often, much of this information is presented in the context of the many different price promo-tions offered by retailers (Biswas and Blair, 1991; Biswas et al., 1999; Compeau and Grewal, 1994; Compeau, Grewal, and Chandrashekaran, 2002; Compeau, Grewal, and Grewal ...
Industrial Marketing Management, May 1, 2001
The business market has been undergoing a paradigmatic change. The rise of the Internet, market f... more The business market has been undergoing a paradigmatic change. The rise of the Internet, market fragmentation, and increasing global competition is changing the value that business marketers provide. This paradigmatic transformation requires changes in the way companies are ...
Http Dx Doi Org 10 1080 15332660802516029, Dec 8, 2008
The authors explore the role of 5 drivers of loyalty: customer usage level, service pricing, serv... more The authors explore the role of 5 drivers of loyalty: customer usage level, service pricing, service quality, membership in the firm's loyalty program, and satisfaction with complaint handling. The effects of these drivers may differ for customers who complain versus those who do not complain, as well as for satisfied complainers versus dissatisfied complainers. Testing the proposed models with customers of a large airline, the authors found that satisfaction with complaint handling was key to consumer recommendation of the service to others. The results also underscore the importance of service quality and service pricing as determinants of customer loyalty.
Http Dx Doi Org 10 1080 15332660802508406, Dec 8, 2008
... Dhruv Grewal is the Toyota Chair of E-Commerce and Professor of Marketing, Babson College, Ba... more ... Dhruv Grewal is the Toyota Chair of E-Commerce and Professor of Marketing, Babson College, Babson Park, MA. Ram Krishnan is a Research Professor of Marketing, University of Miami, Coral Gables, FL. ... narrow; Gauri, Trivedi, & Grewal, 2008). ...
Journal of Consumer Research, Feb 1, 2005
... Procedure. Executive MBA participants ( ) were assigned randomly to pretested experimental co... more ... Procedure. Executive MBA participants ( ) were assigned randomly to pretested experimental conditions, which were presented as evaluations of a new plastic automobile tire (Shimp and Bearden 1982). ... Shimp and Bearden 1982; ). ...
インストアマーケティングに関する欧米の研究論文集, Mar 1, 2004
Http Dx Doi Org 10 1509 Jm 10 0271, May 29, 2013
ABSTRACT Consumer regret can result in unfavorable outcomes for marketers. To prevent regret, man... more ABSTRACT Consumer regret can result in unfavorable outcomes for marketers. To prevent regret, many retailers promise to refund money to consumers who discover lower prices after purchase. The authors show that a refund's effect on felt regret depends on how consumers view these promises. If consumers mainly view them as protective tools (i.e., adopt a protection focus), postrefund regret is minimal. If consumers primarily view such promises as sources of information about the retailer's price status (i. e., adopt an information focus), regret persists even after refund. The authors show that regret persists with these consumers because finding a lower price results in a perception of trust violation. They find that subject to boundary conditions, using a disclaimer that states that the retailer does not claim to offer the lowest prices helps avoid this negative outcome for information-focused consumers. The authors contribute to the literature on outcome reversibility and regret by showing that outcome reversal does not necessarily obviate regret. In addition, they show that regulatory focus serves as the motivational basis for how consumers view refund promises.
Recherche Et Applications En Marketing, Mar 1, 2007
... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7... more ... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7. Les facteurs qui influencent l'efficacité du marketing relationnel : une méta-analyse 85 commun dans la culture, les valeurs et les buts. ...
Http Dx Doi Org 10 1509 Jmkg 66 3 1 18505, May 29, 2013
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
This study explored customer’s reactions to self-service technology (SST) failures. Drawing from ... more This study explored customer’s reactions to self-service technology (SST) failures. Drawing from the attribution and expectancy theory, we probed a psychological process customers undergo during SST failures, and in particular, the formation of customers’ expectation for fixing the problem by themselves. We also examined the behavioral intention and actual reactions customers take to recovery SST failures. In addition, we investigated
Journal of Retailing, 2015
ABSTRACT Many suppliers invest heavily in channel partner programs that incentivize selling and l... more ABSTRACT Many suppliers invest heavily in channel partner programs that incentivize selling and learning. The authors conduct a multi-wave field study to investigate the roles of indebtedness and gratitude in transforming these investments into returns. The results show that indebtedness has negative effects on commitment to the supplier, as well as the reseller's sales effort. Gratitude however attenuates the effects of indebtedness on sales effort and commitment, and thus offers a buffer against indebtedness’ negative effects. Indebtedness and gratitude thus play key roles in channel partner programs. In addition, the results highlight the importance of perceived motives as they differentially predict these two states. Benevolent motives are found to increase gratitude, though ulterior motives do not detract from it. Ulterior motives do however increase indebtedness. Finally, the results also reveal how entitlement negatively impacts channel partner programs: It decreases the positive effect of perceived program value on partner gratitude while increasing the effect of ulterior motives on indebtedness. This study thus assesses the simultaneous yet contrasting role of gratitude and indebtedness, as well as the complexity associated with realizing the full benefits of channel partner programs. The findings have implications for suppliers, marketers, and further research.
Recherche et Applications en Marketing, 2007
... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7... more ... Par exemple la communication, à ... Pour les entreprises, elle correspond à ce qui est Page 7. Les facteurs qui influencent l'efficacité du marketing relationnel : une méta-analyse 85 commun dans la culture, les valeurs et les buts. ...
Journal of Quality Management, 1997
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
Retailers increasingly experiment with a wide variety of store elements; this article focuses on ... more Retailers increasingly experiment with a wide variety of store elements; this article focuses on in-store marketing tactics and reports the results of 12 in-store experiments conducted in cooperation with different retail chains. Experiments 1–3 address in-store signage (digital, floor) and reveal that digital screens and signage can draw customers toward merchandise and deeper into shopping aisles. Experiments 4–6 explore the impact of the organization of a display (vertical, horizontal, diagonal, waterfall) and generally demonstrate the superiority of vertical organizations of merchandise. In Experiments 7–9, results pertaining to the location of a product in a store highlight the importance of placing merchandise at eye level. With Experiments 10 and 11, the authors reinforce the importance of retail atmospherics (scent, lighting). Finally, Experiment 12 explores product placement and other factors that can enhance the effectiveness of in-store merchandise demonstrations.
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
Developments in Marketing Science: Proceedings of the Academy of Marketing Science, 2014
Review of Marketing Research, 2007
... Often, much of this information is presented in the context of the many different price promo... more ... Often, much of this information is presented in the context of the many different price promo-tions offered by retailers (Biswas and Blair, 1991; Biswas et al., 1999; Compeau and Grewal, 1994; Compeau, Grewal, and Chandrashekaran, 2002; Compeau, Grewal, and Grewal ...