The K@W Network:
Joshua J. Harris Professor
Professor of Marketing
What defines a “wow” depends on the shopper and type of store, but hassle-free customer support is at the top of the list, according to a recent study from Wharton’s[…]
Shoppers are losing patience with retailers during the pandemic, according to a new study that finds significant dissatisfaction with both in-store and online purchases. Wharton’s Tom Robertson explains how retailers[…]
Easy returns are great for shoppers, but they are becoming a bigger financial liability for stores. New research co-authored by Wharton’s Thomas S. Robertson explains why it’s time for retailers[…]
The coronavirus pandemic has wreaked havoc on American retailers, particularly those that sell nonessential goods such as apparel. What will the sector look like once the viral threat has passed?
Customer disconnects and failed strategies have turned Barnes & Noble from a retail disruptor into a dinosaur, experts say.