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SSRN Working Paper Archives - Page 2 of 2 - Ideas for Leaders

The Overlooked Productivity Costs of Collaboration

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 […]

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Designing Experiential Services So Customers Remember the Best Parts

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 […]

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Buyers of Experiential Products and Consumer Reviews

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 […]

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What Companies Learn from Customer Satisfaction Surveys

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 […]

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