In the Media

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

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.
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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.
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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

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

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

All the New Professors at the Leading Business Schools

Dec 19, 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