Working Paper

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

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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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