Customer Relationships and Experiences
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.
Can Loyalty Programs Go Wrong?Jul 26, 2017
A managerial dilemma: Loyalty reward programs can drive incremental revenue, but they may damage relationships with high-value customers who don’t reach their program goals.
Post-Purchase Co-Creation: Consumer Segmentation in Consumer-Driven Collaborative Product DevelopmentJul 5, 2017 Keith Marion Smith, John Hulland, and Andrew Stephen, 2017, 17-115
Post-purchase co-creation offer firms unique levers to influence product consumption and purchase.
Editing Entertainment: Length Constraints, Product Quality, and the Case of the Motion Picture IndustryJun 23, 2017 A. Peter McGraw, Anika Stuppy, and Justin Pomerance, 2017, 17-114
Entertainment producers spend billions of dollars and countless hours creating motion pictures, so why are there so many bad movies? This study looks at how time constraints affects product quality.
Being in the Moment: The Effects of Ephemeral Communication in Social MediaJun 8, 2017 Ran Kivetz and Daniel He, 2017, 17-112
Ephemeral messaging causes people to be more "in the moment" and can improve relations on social media as well as improve customer-firm communication.
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