Consumer Attitudes

Find the latest and most impactful research on consumer attitudes and behavior, including drivers and trends, here. All the research listed comes from the ARF or one of its subsidiaries: The Journal of Advertising Research (JAR), the Marketing Science Institute (MSI) or the Coalition for Innovative Media Measurement (CIMM). Feel free to bookmark this page, as it will be updated periodically.

Effective Customer Engagement Tactics for Microblogging Platforms

Customer service problem resolution on microblogging platforms offers a way for firms to shine after interacting with customers or to leave a less than stellar impression. This study identifies key tactics for effective digital customer engagement and mitigating negative social propagation. The research identifies four frontline problem-handling tactics—resolving, reassuring, compassion and passion—and their impact on social propagation by followers. The study also highlights the importance of efficient problem resolution and communication strategies in digital marketing.

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Racial Minority Representation Increases Advertising Effectiveness in Mortgage Markets

Explore the impact of racial minority representation in TV advertisements on consumer choices in the mortgage market in this new MSI working paper. The study employed a double machine learning model to control for high-dimensional video and text features, ensuring robust estimates. Its findings reveal that higher minority presence can significantly increase TV advertising effectiveness.

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Using Shelf Interaction Analysis to Enhance Retail Efficiency and Customer Engagement

Utilizing video tracking and shelf interaction analysis provides actionable insights for retailers looking to manage shopping efforts and enhance customer engagement in retail stores. This Marketing Science Institute (MSI) at the ARF working paper illustrates the benefits of strategic shelf reorganization and targeted promotions to improve shopping efficiency and sales conversion.

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  • Article

How to Balance Consumer Response to “Skimpflation”

Rising costs are an important issue for businesses. Many wonder how they should respond and how customers will react if they say, reduce product quality. Such “skimpflation” can be harder for consumers to detect. However, this Marketing Science Institute (MSI) working paper finds that those who do realize it consider the practice deceptive and unfair. Consumers, it seems, prefer reduced product size (shrinkflation) or increased prices to skimpflation, with price increases the most popular/least unpopular of these options.

Having In-Depth Research on Consumers’ Values Yields Tremendous Benefits

  • ARF Knowledge at Hand, CMO Brief

In decades past, demographic characteristics were considered the strongest predictors of consumers’ values, attitudes and purchasing behavior. Over time, however, they have grown to become weak predictors and correlates. In this Knowledge at Hand report, Dr. Horst Stipp, EVP at the ARF, summarizes the latest and most impactful research to date on consumer values and how researching them carefully can help shape effective business strategies and impactful ad messages.

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How Patients React to AI-Assisted Communications

  • MSI

Generative AI is all the rage, and consumers are interested in interacting with such programs to receive personalized services and products. What is their outlook when it comes to doing so in the healthcare field? Here, the view is not as sunny. In fact, a new working paper put out by the Marketing Science Institute (MSI), at the ARF, found that physicians who use AI to communicate with patients were perceived as less warm and even less competent.

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