Working Papers

Managing Post-Purchase Moments of Truth: Leveraging Customer Feedback to Increase Loyalty

Clay M. Voorhees, Paul W. Fombelle, Alexis Allen, Sterling A. Bone, and Joel Aach

Oct 30, 2014

Examines the effects of acknowledging positive customer feedback on future customer patronage and perceptions of communal relationships with the firm; based on field experiment with customers of a Fortune 500 firm in the hospitality industry over a 12-month period.

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