Working Paper

The Causal Effect of Service Satisfaction on Customer Loyalty

Guofang Huang and K. Sudhir

Jul 8, 2019

Download

Exploits a typically common source of randomization in the assignment of service employees to customers in service encounters; uses an instrumental variables approach to estimate the impact of service quality using the service encounter survey data from a large credit card issuer.

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.