Customer Relationships and Experiences
Why Loyal Customers Are a Boon to BrandsJan 01, 1999
Building customer commitment is a cornerstone of brand management, but what is its real value to companies? Here, researchers take a look at how consumers process information about the products they love.
Marketers’ Information Practices and Privacy Concerns: How Willing Are Consumers to Provide Personal Information for Shopping Benefits?Jan 1, 1999 Joseph Phelps, Glen Nowak, and Elizabeth Ferrell, 1999, 99-112
Identifies information practices and situations that foster consumer privacy concerns in the direct marketing industry; develops a model linking types of personal information, consumer beliefs and perceptions, and situational characteristics to privacy concerns, direct marketing shopping habits, and information-exchange behavior.
The Dynamics of Marketing in CyberspaceJan 01, 1999
Many retailers fear the easy price comparisons that e-shopping offers to consumers. This study argues that retailers should embrace the lowered search costs of cyberspace.
Performance Productivity and Quality of Frontline Employees in Service OrganizationsJan 1, 1999 Jagdip Singh, 1999, 99-127
Investigates the relationship between performance productivity and performance quality for frontline employees in service organizations. Examines determinants and consequences of productivity and quality as well as the coping resources that moderate competing demands from customers and management.
Relationship Learning with Key CustomersJan 1, 1999 Fred Selnes and James Sallis, 1999, 99-103
Defines a construct of relationship learning and its antecedents and consequences in industrial customer-supplier relationships.
3 WAYS to GET CONNECTED
Employees of MSI Member Companies enjoy the benefits of complete online access to content, member conferences and networking with the MSI community.
Qualified academics benefit from a relationship with MSI through access to msi.org, conferences and research opportunities.
The public is invited to enjoy partial access to msi.org content, a free e-newsletter, selected reports and more.