In the Media
Dealing With Angry Customers on Social Media? De-escalate with Active Listening and Empathy
Aug 31, 2022 // Continued coverage of a new study coauthored by Lauren Grewal exploring how to de-escalate customer anger on social media sites by using language that signals active listening and empathy.
View at Phys.org
How Companies Can De-escalate Angry Customer Complaints on Social Media
Aug 30, 2022 // An opinion piece co-authored by Lauren Grewal about how to de-escalate customers’ anger. “Increasing active listening and empathy in a firm’s response evokes gratitude, even if the actual failure is not yet recovered,” the authors write.
View at American Marketing Association
Thinking about God lowers consumer interest in self-improvement products
Apr 28, 2022 // A feature story about new research by Lauren Grewal and coauthors Eugenia Wu and Keisha Cutright examining how spirituality impacts consumer behavior in regard to self-improvement products.
View at Phys.org
How Consumers Really Use Online Reviews
Oct 25, 2020 // Quotes Lauren Grewal and highlights her recent research examining the impact of consumer product reviews written on mobile devices.
View at Wall Street Journal
A ‘Rocket Ship’ of an Economic Recovery? Don’t Count on It
Apr 22, 2020 // Quotes Lauren Grewal in an article about the outlook for economic recovery following the COVID-19 pandemic.
View at Los Angeles Times
B-Schools Predict What 2020 Has in Store
Dec 23, 2019 // Quotes Lauren Grewal in an article collecting predictions for 2020 from top business school professors.
View at Poets and Quants
With Online Reviews, ‘In Mobile We Trust’
Jul 29, 2019 // “Mobile is seen as more effortful. It takes a little bit more physical effort to write a good review on a small device,” says Lauren Grewal in an article featuring her new research exploring why consumers are more likely to trust product reviews written from mobile devices.
View at Concord Monitor
University of Pittsburgh Market Research Proves we can reduce food waste by boosting consumer self-esteem
Apr 10, 2019 // A feature story about research from Lauren Grewal and coauthors exploring why consumers are less likely to choose unattractive produce.
View at Pittsburgh City Paper
All the New Professors at the Leading Business Schools
Dec 18, 2018 // A feature article about the new professors at leading business schools.
View at Poets & Quants
Study Finds Smoking Is Prevalent in Hip-Hop Music Videos
Oct 30, 2018 // Quotes Lauren Grewal, assistant professor of business administration, in a feature story about a new study from Dartmouth and Johns Hopkins University researchers exploring the prevalence of smoking in hip-hop music videos, and whether companies are using the videos as a form of advertising.
View at The Dartmouth
The Words and Phrases to Use—and to Avoid—When Talking to Customers
Oct 18, 2018 // Mentions research in progress by Lauren Grewal about how businesses can better communicate with customers. Grewal’s research explores mimicry, and has linked mimicry to customer satisfaction.
View at Harvard Business Review
Dealing With Angry Customers Online
Oct 17, 2018 // Features Lauren Grewal and highlights a study coauthored by Grewal examining how to de-escalate customer anger on social media by using language that signal active listening and empathy. Negotiators who exhibit genuine concern can more effectively de-escalate negative emotions, Grewal says.
View at CO
How Can Retailers Keep Ugly Produce out of Trash? Paying You a Compliment Helps, Study Finds
Aug 29, 2018 // A new study explores the connection between unattractive produce and consumers’ self-perception. The authors of the study find that buyers devalue ugly produce because of altered self-perceptions, and write that a potential antidote is to boost shoppers’ self-esteem through marketing.
View at Forbes