Understand how customers and cultures adapt as digital technology becomes more pervasive
Empower managers and consumers who are struggling to adapt to changing norms.
As a former restaurant waiter, I am fascinated by changing service norms. My research in services aims to improve customer engagement and firm revenue.
As a person who loves spending time in the wilderness, this research aims to help consumers and service providers better negotiate the competing demands of work, society, and leisure.
I have always been fascinated by issues of power, class, race, and gender. This led to my first career as a high school social studies teacher. Now, I hope this research can help people live healthier, happier, and more productive lives.
The Tricky Etiquette of Digital Tipping:
The Effects of Tip Sequence, Defaults, and Visibility
How should managers integrate digital point-of-sale systems into service scripts? Digital point-of-sale systems have disrupted tipping norms, shifting the relationships between customers, employees, and managers. My dissertation research, which has been selected as a finalist for the Academy of Marketing Science Mary Kay Dissertation Proposal Competition (December, 2020), explores consumers’ behavioral (e.g., tip amounts and Yelp reviews) and psychological (e.g., persuasion knowledge) responses to shifting digital tipping norms.
What happens when service providers request a tip before, rather than after, serving customers?
"Feeling Manipulated: How Tip Request Sequence Impacts Customers and Service Providers"
- Warren, Hanson, Yuan (2020)
Trickster consumers and the persistent pursuit of passion
What happens when people disregard family, friends, employers, and society to pursue “useless” consumption passions, such as rock-climbing or snowboarding?
This paper examining the disruptive dirtwork of trickster consumers was invited for a revise and resubmit at the Journal of Consumer Research.
WORKING PAPER (R&R)
- Warren & Price
THE SLEEP-DEPRIVED MASCULINITY STEREOTYPE
Are men who sleep less considered more masculine than other men?
This paper, which identifies a pervasive sleep-deprived masculinity stereotype, is published in the Journal for the Association of Consumer Research, and received widespread press coverage, including in Forbes and on The Orion Way podcast.
"The Sleep-Deprived Masculinity Stereotype"
- Warren & Campbell, 2020