Service Value Optimization and Measurement

• A NEW HIERARCHICAL BAYES GEOGRAPHICALLY WEIGHTED REGRESSION SPATIAL MODEL FOR CUSTOMER SERVICE AND SATISFACTION MEASUREMENT IN MARKETING RESEARCH (Sunghoon Kim)
• A NEW RESTRICTED BAYESIAN FRAMEWORK FOR DERIVING THE HETEROGENEOUS DRIVERS OF SERVICE QUALITY EVALUATIONS (Sunghoon Kim)
• A VALUE-BASED INFORMATION TECHNOLOGY SERVICES PRICING STRATEGIES (Haluk Demirkan, Robert R. Harmon)
• ADVANCES IN CUSTOMER VALUE MANAGEMENT (Peter C. Verhoef, Katherine N. Lemon)
• BALANCING RISK AND RETURN IN A CUSTOMER PORTFOLIO (Crina Tarasi, Ruth Bolton, Michael D. Hutt, Beth A. Walker)
• DO SERVICE GUARANTEES GUARANTEE GREATER MARKET VALUE? (Jeffrey Meyer, Dwayne D. Gremler, Jens Hogreve)
• EVALUATION AND MEASUREMENT OF PATIENT EXPERIENCE (Sheri LaVela, Andrew Gallan)
• RELATIONSHIP CHARACTERISTICS AND CASH FLOW VARIABILITY: IMPLICATIONS FOR SATISFACTION, LOYALTY, AND CUSTOMER PORTFOLIO MANAGEMENT (Crina O. Tarasi, Ruth N. Bolton, Anders Gustafsson, Beth A. Walker)
• RISK CONSIDERATIONS IN THE MANAGEMENT OF CUSTOMER EQUITY (Ruth N. Bolton, Crina Tarasi)
• SERVICE SYSTEMS: A BROADENED FRAMEWORK AND RESEARCH AGENDA ON VALUE PROPOSITIONS, ENGAGEMENT, AND SERVICE EXPERIENCE (Jennifer D. Chandler, Robert F. Lusch)
• TURNING CUSTOMER SATISFACTION MEASUREMENTS INTO ACTION (Line Lervik Olsen, Lars Witell, Anders Gustafsson)
• UNSUPERVISED MACHINE-LEARNING ALGORITHM FOR IDENTIFYING SEGMENT-LEVEL KEY DRIVERS FROM CONSUMERS’ ONLINE REVIEW DATA (Sunghoon Kim)