The typical customer referral program offers a monetary reward for customers of a product or service who find other customers to buy that product or service. In most cases, the referral program is public: that is, the recipient of the referral knows that the person who recommended the product is being compensated for the referral. […]
Journal: Journal of the Academy of Marketing Science
When Does Downsizing Hurt Customer Satisfaction?
Research has shown that downsizing will often have a direct negative impact on customer satisfaction, and this negative impact results in a decline in business performance. This causal chain seems clear and intuitive. New research confirms the assumption that downsizing hurts customer satisfaction, and as a result, reduces the financial performance of the company. However, […]
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Using Adaptive Decision-Making in Customer Management
Customers are considered a firm’s most important asset, and acquiring and retaining them is a vital concern for managers. But how exactly do managers make customer management decisions? According to the University of St. Gallen’s Dr. Johannes Bauer and his fellow researchers, little is known about the decision-making processes of individual managers when they are […]
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