Crisis Management Strategies and the Long-term Effects of Product Recalls on Firm ValueSep 19, 2017 Yan Liu, Venkatesh Shankar, and Wonjoo Yun, 2017, 17-121
This study shows that during product recalls, doing the right thing for your customers is good for your business in the long run.
Dynamic Effects of Intrafirm Relational Strategies and Relational Structures on PerformanceSep 6, 2017 Danny P. Claro, Carla S. D. Ramos, Gabriel Gonzalez, and Robert W. Palmatier, 2017, 17-120
A dynamic perspective offers valuable information about the most effective ways to leverage teams to ensure the necessary resource flows to relationship managers over time.
How Firms Can Shape the Customer Experience for Greater Success in Online RetailingAug 16, 2017 Alexander Bleier, Colleen M. Harmeling, and Robert W. Palmatier, 2017, 17-119
Insights on how retailers can adapt online “storefront” design elements for different brands and products.
In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future DirectionsAug 15, 2017 E. Ascarza, S. Neslin, O. Netzer, Z. Anderson, P. Fader, S. Gupta, B. Hardie, A. Lemmens, B. Libai, D.Neal, F.Provost, R.Schrift, 2017, 17-118
Going beyond the “retain/not retain” view of retention, this framework centers on continued transactions and applies to a wide range of businesses.
Search Personalization Using Machine LearningAug 14, 2017 Hema Yoganarasimhan, 2017, 17-117
This machine learning framework improves the ranking of search results by incorporating users’ personal search history.