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When consumers feel intimidated by too many features in a product, highlight their user-friendliness

People were more likely to buy a product if they thought it would be both capable and usable.

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Wifi-enabled washing machines. Voice-controlled microwaves. App-enabled TVs, vacuum cleaners, and even window blinds you can control from the comfort of your couch.

Many of the technological features now included in everyday products are useful and accessible. But research has shown that having too many can overwhelm potential buyers, making them less likely to make a purchase.

In new research, Wayne Hoyer, marketing professor and James L. Bayless/William S. Farrish Fund Chair for Free Enterprise at Texas McCombs, digs into the phenomenon of “feature creep” and its impact on consumer sentiment. His findings might help companies strike the right balance as they design new products — or more effectively market ones that are feature-rich.

“Traditionally, marketers and researchers addressing the topic of product complexity have only looked at the number of features,” Hoyer says. He and co-researchers Andreas Fürst and Nina Pecornik, both of the Universität of Erlangen-Nürnberg in Germany, examined not only the number of features but also the relationships among them.

The team looked at two very different dimensions of complexity in a consumer tech product.

  • Heterogeneity: how similar or dissimilar the features are. A highly heterogeneous product would be a smart home system that controls dissimilar features, such as floor heating, the refrigerator and television.
  • Interrelatedness: how functionally connected they are, as with a smart home system that automatically closes the blinds and fires up the audio system when the television gets turned on.

How do each of these dimensions affect consumers’ expectations about how capably a product will perform and how easy it will be to use — and thus, how likely they will be to buy it?

To find out, the researchers asked a total of 1,300 people in four experiments to evaluate and rank two different types of products — smart home systems and smartphones — under various scenarios. They ranked each product on a scale from 1 to 7, with 1 representing the lowest or least favorable response. They also ranked their purchase intentions.

Unsurprisingly, the team found that the participants were more likely to buy a product if they thought it would be both capable and usable. But several factors influenced those judgments:

More useful but less user-friendly. The more features a product had, the more consumers expected it to be capable — but the less they expected it to be easy to use.

More complex, less usable. The less similar and the more interrelated the features were, the harder consumers thought a product would be to operate.

For example, participants in the smart home group ranked rated usability at 3.56 when a system had a lot of features that were not very alike. That ranking improved to 4.13 when the features were very similar. The effect was true for smartphones, as well.

Related features, better performance. When features were highly interrelated, consumers expected a product to be more capable. High levels of heterogeneity, on the other hand, had the opposite effect.

The reason, a separate experiment found, is that they don’t trust that products with highly dissimilar features will perform as promised.

“The number of product features is still very important,” Hoyer says. “Marketers just also need to consider heterogeneity and interrelatedness. Our research clearly shows that these two dimensions are very important in determining product complexity and how that affects the consumer.”

The big takeaway for companies and marketers, he says, is that they can boost sales by emphasizing that a product’s features are interrelated, thereby promoting expectations that it will work well. They should deemphasize dissimilar features, so that consumers don’t think the product will be hard to operate.

As for product developers, they should temper the desire to add as many new features as possible by ensuring that those features have plenty of functional connectivity that adds value for the consumer. Says Hoyer, “It’s not really that tricky.”

How Product Complexity Affects Consumer Adoption of New Products: The Role of Feature Heterogeneity and Interrelatedness” is published in the Journal of the Academy of Marketing Science.

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Modern slavery is a business decision – not an accident

Many organisations focus on compliance, reporting and audits, yet fail to build the relationships and trust needed to identify and tackle exploitation. In some cases, competitive pressures and mistrust between firms actively prevent collaboration that could reduce risks. 

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Modern slavery persists because the way global supply chains are designed allows it to remain hidden, according to new research led by Professor Glenn Parry from the University of Surrey and Dr Mike Rogerson at the University of Sussex.  The findings argue that exploitation often stems from business decisions that cut costs by pushing work further down the supply chain, leaving companies with little direct contact with workers and less visibility over how they are treated. 

Around 27 million people worldwide are estimated to be living in conditions of modern slavery, embedded within the production of everyday goods and services. While governments have introduced laws to force companies to report on risks, the research suggests that disclosure alone is not changing behaviour in a meaningful way. 

Instead, firms often maintain distance from the most vulnerable parts of their supply chains. This distance can be geographical, organisational or even digital, such as the use of algorithms that control workers without direct oversight. As a result, companies rely on indirect signals rather than engaging directly with workers, leaving serious gaps in knowledge and accountability. 

The special issue on “Modern Slavery and Supply Chain Management”, published in Supply Chain Management, brings together insights from multiple international studies across sectors including construction, social care, logistics and global manufacturing. Drawing on interviews with practitioners, workers and experts, as well as analysis of corporate reports and policy frameworks, the work examines how governance, partnerships and digital systems shape labour conditions across complex supply networks. 

Glenn Parry, co-editor of the issue and Professor of Digital Transformation at the University of Surrey, said: “Modern slavery is a problem buried in supply chain structures and it is often the result of how those chains are built and managed. When companies prioritise cost and efficiency above all else, they create the conditions where exploitation can thrive.”

The research found that many organisations focus on compliance, reporting and audits, yet fail to build the relationships and trust needed to identify and tackle exploitation. In some cases, competitive pressures and mistrust between firms actively prevent collaboration that could reduce risks. 

It also finds that partnerships between businesses, governments and NGOs can help, but only when they are built on genuine understanding and shared goals. Superficial collaboration risks becoming a tick-box exercise rather than a driver of real change. 

A major recommendation is to shift focus from reporting to knowledge. Companies need to invest in understanding their supply chains in depth, including listening directly to workers. Bringing “upstream voices” into decision making is seen as critical to designing effective anti-slavery measures. 

Professor Glenn Parry added: “If we are serious about tackling modern slavery, we need to stop treating supply chain complexity as an excuse. It is often a choice. That means it can be changed.” 

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Long-serving CEOs may weaken innovation, study finds

Companies led by long-serving chief executives may become less innovative over time unless challenged by strong independent boards.

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A new study from the University of East London has found that companies led by long-serving chief executives may become less innovative over time unless challenged by strong independent boards.

The research examined 215 FTSE 350 companies over an 11-year period between 2010 and 2021. It explored how CEO tenure and independent directors influence a company’s “R&D knowledge stock”, which is the research, expertise and technological capability built through investment in innovation.

The study published in the journal Corporate Governance found that CEOs who remain in office for many years often become more cautious and less willing to back risky research and development projects. These companies were more likely to reduce investment in innovation and long-term technological growth.

Firms with higher numbers of independent directors were more likely to continue building innovation capacity with experienced CEOs and independent directors forming an effective partnership, to combine deep company knowledge with outside challenge.

However, both experienced CEOs and independent directors become more cautious and less willing to back risky research and development projects when the company fails to meet performance aspirations, suggesting that independent directors do not have stable risk preferences.

The findings suggest that innovation is shaped not only by technology and finance, but also by leadership culture and corporate governance structures.

Author Dr Igbekele Sunday Osinubi, of the Royal Docks School of Business and Law, said: “Long-serving CEOs can bring valuable experience and stability, but there is also a risk that leaders become too cautious or too attached to existing ways of thinking. Our findings show that independent directors play an important role in encouraging companies to continue investing in innovation, especially during difficult periods when firms may otherwise retreat from long-term research and development.”

He added: “This matters beyond individual companies. Innovation drives productivity, competitiveness and economic growth. The study highlights how governance structures can influence whether firms continue building the knowledge and technologies that shape future industries.”

The paper argues that regulators and policymakers should consider governance reforms and incentives that encourage long-term innovation strategies, particularly in firms led by long-serving executives. The findings may also influence how boards think about CEO succession planning, oversight and the balance between short-term financial pressures and long-term investment.

Osinubi’s research, “Long CEO tenure, independent directors and R&D knowledge stock: the moderating effect of performance shortfalls”, was published in the Corporate Governance: The International Journal of Business in Society

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Office owners or managers, take note: Increased risk of bullying in open-plan offices

In traditional open-plan offices it is easier to notice colleagues’ shortcomings and become irritated by them. If someone gets frustrated and takes it upon themselves to “do something about” a colleague’s behaviour, and there are no clear guidelines for handling such situations, there is a risk that it may escalate into bullying. Those who are subjected to bullying lack access to a private space for retreat. 

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Open-plan offices entail a clearly increased risk of workplace bullying compared with employees having their own office or sharing with just a few colleagues. This is shown in research from Linköping University, Sweden. 

“Increased bullying is a tangible negative consequence of how you choose to organise the workplace. It’s important to highlight this, as it hasn’t previously been examined,” says Michael Rosander, professor at the Division of Psychology at Linköping University.

Open-plan offices, where many employees share the same space, have become increasingly common. Employers often justify this development as a way to use premises more efficiently and to encourage creative interactions between employees. However, research has shown that open-plan offices do not promote health, job satisfaction or productivity.  

Until now, it has been unclear whether open-plan offices also affect the risk of bullying and employees’ motivation to look for another job. Through surveys of more than 3,300 randomly selected individuals in employment in Sweden, Michael Rosander has now provided an answer. The results are published in the journal Occupational Health Science. 

Thirty per cent of those with some form of office-based work reported that they worked in a traditional open-plan office with no access to private space. Thirteen per cent worked in so-called activity-based offices, where employees spend part of their time in an open-plan environment but also have access to designated rooms for tasks requiring peace and quiet. The remainder had their own office or shared one with only a few colleagues.

For traditional open-plan offices, the survey responses showed a clearly increased risk of bullying compared with those who had their own office or shared an office with only a few colleagues. The difference remained regardless of factors such as personality traits and the extent of remote working. This suggests that the problems are indeed caused by the work environment in the office.  

The researchers’ explanation is that in traditional open-plan offices it is easier to notice colleagues’ shortcomings and become irritated by them. If someone gets frustrated and takes it upon themselves to “do something about” a colleague’s behaviour, and there are no clear guidelines for handling such situations, there is a risk that it may escalate into bullying. Those who are subjected to bullying lack access to a private space for retreat. 

Activity-based open-plan offices, by contrast, showed no increased risk of bullying, likely due to the availability of private spaces. However, in both types of open-plan office, employees were more likely to consider changing jobs. One possible explanation is that activity-based offices also involve more distractions, according to Michael Rosander.

For employers who have introduced, or are planning to introduce, open-plan offices, there are some lessons to be learned. One is to be prepared to deal with irritation and conflicts before they escalate. Another is the importance of providing rooms where employees can work undisturbed. Placing individuals with similar needs and tasks near one another may also reduce the risk of disruption.

“Traditional open-plan offices are in themselves negative for the individual, for productivity, and make people more likely to leave their job. Social interaction also suffers. So it’s worth considering how to handle it,” says Michael Rosander.

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