Customer Satisfaction
The Long-Term Impact Of Sales Promotions On Customer Equity
Sales promotions’ effectiveness for short-term sales is proven. However, for long-term sales, possible adverse effects have been suggested. To bridge this gap, we apply stochastic models (BG/nBD Read More »
Author: Herbert Casteran, Polymeros Chrysochou, Lars Meyer-Waarden
Contributor: eb™ Research Team
Breathing Down Your Neck - The Impact Of Queues On Customers Using A Service
Queues are ubiquitous phenomena in many service industries. While a rich body of research in this field focuses on queues from a waiting perspective, the purpose of this paper is to investigate what Read More »
Antecedent And Consequences Of Positive Word Of Mouth From WOM Sender’s Perspective: A Conceptual
This paper outlines a conceptual framework of the antecedent and consequences of offline positive word of mouth (P-WOM) from the WOM sender’s perspective, as the effect of WOM on WOM’s sender is Read More »
Why Dissatisfied Customers Buy Again? The Role Of Self-Attribution
This paper examines the influence of service dissatisfaction on repurchase intentions and the moderating effect of self-attribution. First, we examine the influence of service performance on service Read More »
Author: Stefanie Paluch, Andreas Kessenbrock, Soeren Koecher
Contributor: eb™ Research Team
Don´t Try Harder: Using Customer Inoculation To Build Resistance Against Service Failures
Capitalizing on a large-scale field experimental data set involving 1254 airline customers, this study introduces customer inoculation as a proactive strategy for mitigating negative consequences of Read More »
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