Capturing Information to Fuel Growth
The Causal Effect of Service Satisfaction on Customer LoyaltyJul 8, 2019 Guofang Huang and K. Sudhir, 2019, 19-122-07
What is the real value of customer satisfaction and loyalty? The authors use an instrumental variables approach to overcome common methods bias and measurement error. They find that firms may be underestimating the gains in customer lifetime value from improving service satisfaction.
Test & Learn: Systematic Process to Validate Results and PerformanceJun 27, 2019
Michael Cohen, Marketing Evolution and Elea Feit, Drexel University
This Lunch Lecture explores the use of Test & Learn framework and how it contributes to data quality and validation.
Measuring Customer Experiences: A Text-Based and Pictorial ScaleJun 10, 2019 Markus Gahler, Jan F. Klein, and Michael Paul, 2019, 19-119-06
Two scales offer precise measures of CX performance across the consumer journey. Based on eight studies with nearly 3000 participants, researchers develop an 18-item text-based scale and an icon-based scale that captures six CX dimensions.
Poster: The Effect of Duration Metrics on Consumer SatisfactionApr 15, 2019 Tari Dagogo-Jack, Boston College
Tari Dagogo-Jack will present findings from media website engagement data and controlled laboratory experiments suggesting that setting higher expectations for time expenditures can increase satisfaction and word-of-mouth.
Poster: Measuring Intrinsic and Instrumental Preferences for PrivacyApr 15, 2019 Tesary Lin, University of Chicago
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