All Reports
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Social Media’s Impact on Consumer Mindset: When to Use Which Sentiment Extraction Tool?
Sep 21, 2017 Raoul V. Kübler, Anatoli Colicev, and Koen Pauwels, 2017, 17-122Which method should marketers use to gauge consumer feelings? This study compares sentiment extraction tools and offers practical guidance.
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Crisis Management Strategies and the Long-term Effects of Product Recalls on Firm Value
Sep 19, 2017 Yan Liu, Venkatesh Shankar, and Wonjoo Yun, 2017, 17-121This study shows that during product recalls, doing the right thing for your customers is good for your business in the long run.
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Dynamic Effects of Intrafirm Relational Strategies and Relational Structures on Performance
Sep 6, 2017 Danny P. Claro, Carla S. D. Ramos, Gabriel Gonzalez, and Robert W. Palmatier, 2017, 17-120A dynamic perspective offers valuable information about the most effective ways to leverage teams to ensure the necessary resource flows to relationship managers over time.
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How Firms Can Shape the Customer Experience for Greater Success in Online Retailing
Aug 16, 2017 Alexander Bleier, Colleen M. Harmeling, and Robert W. Palmatier, 2017, 17-119Insights on how retailers can adapt online “storefront” design elements for different brands and products.
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In Pursuit of Enhanced Customer Retention Management: Review, Key Issues, and Future Directions
Aug 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, 17-118Going beyond the “retain/not retain” view of retention, this framework centers on continued transactions and applies to a wide range of businesses.