Customer Relationships and Experiences
Research Grants Target CX: Getting Marketing Right in Real TimeSep 09, 2016
Getting marketing right in real time is a priority for MSI members. How can firms hit just the right notes at the right point in the customer journey? In a first round of funding, MSI has funded 11 research studies that promise to help managers better understand, design, manage, and measure customer experience.
Creating and Appropriating Alliance Value Through Customer-Centric StructuresSep 1, 2016 Ju-Yeon Lee and Robert W. Palmatier, 2016, 16-127
A customer-centric structure enables firms not only to cultivate relational market-based resources but also to leverage those resources in alliances.
How Customers Feel about Your Data PracticesAug 25, 2016
And what companies can do about it
Arousal Sustainability in Shared Experiential ConsumptionAug 25, 2016 Eunsoo Kim, Anocha Aribarg, and Natasha Zhang Foutz, 2016, 16-126
By promoting shared consumption experiences, firms can cultivate a synergistic strategy of customer acquisition and retention.
Understanding Frontline Problem-solving Dynamics Using Video Recordings of Service Failure InteractionsAug 1, 2016 Jagdip Singh, Detelina Marinova, and Sunil Singh, 2016, 16-122
After a service failure, customers value frontline employees' problem-solving work, whatever the outcome. Empathy, on the other hand, can be unhelpful.
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