Nita Umashankar

TL;DR: In this article, the authors demonstrate that the strength of social ties between customers and service providers influences the degree to which complaining drives loyalty, while strongly tied customers fear that complaining threatens their ties with the provider, when they are encouraged to complain, their loyalty increases because offering feedback serves as an effective way to preserve social ties.

TL;DR: In this paper, the authors developed a model relating characteristics of similarity and complementarity between acquirers' and target firms' key resources, including their products and R&D pipelines, to the likelihood of the acquirers choosing a particular firm.

TL;DR: In this article, the authors investigate the relationship between customers' behavioral loyalty and the importance they place on price relative to two managerially relevant service attributes: rewards and convenience, and assess the moderating role of attitudinal loyalty resulting from superior service experience.

TL;DR: It is demonstrated that, contrary to wisdom in the popular press, customer experience matters more when the economy is doing better, not worse, and lower income consumers are more sensitive to changes in the economy than higher income consumers.

TL;DR: In this paper, the authors hypothesize that the way firms design (agent codesign and design acceleration) and implement (agent enablement) an internal customer service innovation has direct and joint effects on the magnitude of benefits of the innovation to customer service agents.