consumer psychology

The Customer Isn't Always Right, Especially When He's Complaining

When it comes to customer service disputes, there's an old adage in the retail industry: The customer is always right. Of course, the customer is very frequently in the wrong, and unfortunately for put-upon customer service reps, new research suggests that consumers complain the most when they know they're wrong.

Researchers: Open Dressing Rooms Could Lower Sales

Consumers who don't feel good about their body image are less likely to purchase something they try on if they see an attractive shopper wearing the same thing, according to a study in the August issue of the Journal of Consumer Research.