July 24, 2017

Awards and Honors: Professor Alex Susskind earns JHTR Best Paper of the Year Award

Congratulations to Professor Susskind!

Award: Best Paper of the Year Award for the paper “Guest-Server-Exchange Model and Performance: The

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December 18, 2014

Sticktion: Memory as the catalyst for a better customer experience

Lou Carbone, CEO of Experience Engineering, came to share his work with Professor Kathy LaTour’s marketing classes (services marketing, principles of marketing). Carbone and LaTour have been working together on various projects for the last fifteen years, after meeting at the Mind of the Market Lab at the Harvard Business School.

Professor LaTour’s work on memory reconstruction offered important insights into how marketers can “backward”-frame an experience by influencing how consumers remembered the event. Carbone’s work on experience design had primarily focused on engineering the experience prior and during by implementing clues that guide how consumers interpret the experience. Most recently they published an article in the Cornell Hospitality Quarterly on “Sticktion: Assessing Memory for the Customer Experience” (http://scholarship.sha.cornell.edu/articles/496/).

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