Working Papers

Multichannel Customer Onboarding

Stephen A. Samaha, Irina V. Kozlenkova, Jordan W. Moffett, and Robert W. Palmatier

Apr 11, 2019

Based on data on 201,398 new customers of a large Fortune 500 firm, introduces a new theoretical framework that outlines key mechanisms of customer onboarding and reports on an empirical investigation of the influence of customer onboarding on performance in a multichannel communication environment.

By using MSI.org you agree to our use of cookies as identifiers and for other features of the site as described in our Privacy Policy.