Customer Relationships and Experiences
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.
Dynamic Effects of Loyalty Rewards for Contractual CustomersJul 25, 2016 Lena Steinhoff, Eric (Er) Fang, Robert W. Palmatier, and Kui Wang, 2016, 16-121
What is the most effective means to deliver loyalty rewards to contractual customers? This study examines how three loyalty reward levers—value, timing, and targeting—affect customers' contract expansion and retention in the telecommunications industry.
The Impact of Buying “Fit” Products on Customer Learning and Profitability in Multichannel SettingsJul 22, 2016 Chun-wei Chang, Jonathan Z. Zhang, and Scott A. Neslin, 2016, 16-120
In multichannel environments, marketing communications can enhance customer learning about products with high quality and preference uncertainty, helping move them toward a more profitable "trusting" state.
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