Consumer Reports covers the 2013 National Consumer Rage study, from the Center for Services Leadership, directed by Mary Jo Bitner, and Customer Care Management & Consulting, Scott Broetzmann, president.

Considering all the pills, plans and gadgets that promise miracles, you’d think consumers were always on the lookout for products that can effortlessly remedy woes. But most aren’t, says Adriana Samper, an assistant professor of Marketing at the W. P. Carey School of Business.

Adriana Samper studies how companies aim their products at consumers. People equate greater effort with greater control, and consumers who are feeling low control choose products that can help them regain control through their personal exertion. Which marketing standpoint garners the most buyers?

Associate Professor of Marketing Mike Wiles talks about the market opportunity and why the company is taking advantage of it.

If you buy products that benefit society, it’s a good thing, right? Yes, and no. That is, people don’t necessarily see it that way.

Online retailers have an opportunity to persuade hesitant shoppers to click "buy" this holiday season, according to new research by a marketing professor.

While talk of religion and politics over Thanksgiving dinner may incite an argument, Black Friday ads may stir up a fight.

W. P. Carey researchers examine why shoppers become Black Friday brawlers, concluding that retailers should be more cautious in how they use 'scarcity ads,' and consumers should understand that psychologically, these effects can happen and you should control your own behavior.

Since the mid-1990s, a key feature of Walmart’s growth strategy has been the conversion of stores to "supercenters" — that is, a full-line discount store with a full-line supermarket under one roof. The strategy has been so effective that Walmart is now the largest grocery store in the world.

"The 2015 Customer Rage Study provides “a data-driven prescriptive framework for a Complaint Handling and Service Recovery Program that actually improves individual brand loyalty and improves word-of-mouth advertising.”