Collaboration, either formal or discretionary (informally approaching others for guidance, information or assistance), is considered a virtue in today’s workplace. The advantages of collaboration are many, ranging from creativity and knowledge sharing, to teamwork, employee engagement and improved long-term results. However, an in-depth study of the interaction of physicians and health care personnel in one […]
Read More… from The Overlooked Productivity Costs of Collaboration
How can companies that sell experiential products and services design an experience that leaves customers with highly satisfactory memories — and the desire to return? A team of researchers from UCLA’s Anderson School of Management developed a mathematical model for optimal customer experiences based on two variables: sequence and duration. In manipulating the sequence and duration […]
Read More… from Designing Experiential Services So Customers Remember the Best Parts
While material purchases are purchases of tangible products that one intends to keep, experiential purchases are purchases of products that must be experienced. Restaurant meals, movies, or vacations are examples of experiential purchases. While there is no official categorization of products into experiential or material, most consumers intuitively know the difference. Through an analysis of […]
Read More… from Buyers of Experiential Products and Consumer Reviews
How well is your company performing? For many companies, the answer to this question comes through customer satisfaction surveys, which tell companies where they are successfully meeting customer expectations and where they are falling short. Although subjective — that is, based on the customer’s subjective opinion of the company’s performance — customer satisfaction surveys are […]
Read More… from What Companies Learn from Customer Satisfaction Surveys
Theoretically, deferred compensation should keep executives from leaving the firm. One way to defer compensation is through unvested equity pay. After four or five years, the pay is vested. This deferred compensation plan punishes managers who leave early: they lose any unvested pay. Whether such programs actually help retention has been unclear. Some studies show […]
