Researcher:
Aksoy, Lerzan

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Lerzan

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Aksoy

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Aksoy, Lerzan

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2003 - 2009252010 - 20131

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Researcher Of Publications: search.filters.isAuthorOfPublication.036f8b5a-ba40-4e4a-beec-b52f1d452230

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Now showing 1 - 10 of 26
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    Does parent satisfaction with a childcare provider matter for loyalty?
    (Emerald Group Publishing, 2006) Keiningham, T.L.; Andreassen, T.W.; Estrin, D.; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    Purpose - The purpose of this study is to investigate the relationship between parent satisfaction and child retention at a childcare provider. Design/methodology/approach - The survey data used in the analyses involves a sample size of 1,003 respondents, all clients of a regional childcare provider in the USA. Logistic regression was used to test the propositions. Findings - The results indicate that parent satisfaction is most important to child retention when the child is very young (birth to one year of age). As children increase in age, however, parent satisfaction becomes increasingly less predictive of children's continued enrollment at a childcare facility. Research limitations/implications - One of the limitations of this research is that it tests the propositions within a single firm. Future research should attempt to replicate these findings across several childcare providers. Practical implications - Emphasizing improvements in different attributes for different age groups has implications for increasing retention for childcare providers, in addition to ultimately increasing the satisfaction of parents. Originality/value - While all would agree that childcare services are of extremely high importance (at both a national and individual level), no research to date has examined the role of parent satisfaction to the continued enrollment of a child at a childcare facility. Our findings show that the presumed relationship between satisfaction and retention varies greatly by the age of child.
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    Embedding brands within media content: the impact of message, media, and consumer characteristics on placement efficacy
    (Lawrence Erlbaum Associates, 2003) Malkoc, Selin A; Bhatnagar, Namita; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    [No abstract available]
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    Constructive cynicism
    ( American Marketing Association (AMA), 2006) Keiningham, T.L.; Vavra, T.G.; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    N/A
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    How customer lifetime value is changing how business is managed
    (Taylor & Francis, 2006) Keiningham, T.L.; Bejou, D.; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    In the quest for sustainable competitive advantage, managers have sought to differentiate themselves through a customer (as opposed to product) focus. This has given rise to successive strategies designed to improve the customer experience (e.g., objective quality, service quality, customer satisfaction, customer retention, customer loyalty, etc.). The problem, however, is that a satisfied, loyal customer who is persuaded to consistently buy a firm's product or service over and over again because of its quality can be and often is unprofitable. Therefore, using such strategies does not guarantee increased profits. As a result, firms will increasingly rely on the measurement and management of customers' lifetime values to guide their customer loyalty efforts.
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    Net promoter, recommendations, and business performance: a clarification on morgan and rego
    (Informs, 2008) Keiningham, Timothy L.; Cooil, Bruce; Andreassen, Tor Wallin; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    One of the most controversial findings in Morgan and Rego (2006) was that two widely advocated loyalty metrics, "Net Promoter" and "Number of Recommendations," have little or no value in predicting the financial outcomes of firms. We argue that neither measure was actually examined and that conclusions about the predictive value of these measures cannot be drawn from their analysis. A primary problem is that the measures used in Morgan and Rego (2006) do not adequately adjust for the presence of neutral word-of-mouth activity. Nevertheless, Morgan and Rego (2006) provide important information regarding other common customer metrics and firm financial outcomes. We are unaware of another longitudinal study that examines the predictive value of satisfaction and loyalty metrics in such a comprehensive way.
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    Call center satisfaction and customer retention in a co-branded service context
    (Emerald Group Publishing, 2006) Keiningham, T.L.; Andreassen, T.W., Cooil, B.; Wahren, B.J.; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    Purpose - This paper aims to examine call center satisfaction in an escalated call center context where callers are organization members of the primary/leveraged brand and have purchased additional co-branded services as part of their membership. It also aims to examine the relationship between call center satisfaction and actual retention of both the co-branded service offered and the primary brand (call center operated by the membership organization). Design/methodology/approach - The survey data used in the analyses involve a sample size of 88 respondents, all members of a large, national nonprofit organization in the USA. Factor analysis and logistic regression were used to test the propositions. Findings - The results indicate that caller satisfaction has four dimensions similar to those found in SERVQUAL. Although call center satisfaction dimensions are not significant for co-branded service retention, the empathy dimension is most important to primary/leveraged brand retention. Research limitations/implications - One of the limitations of this research is that it tests the propositions within a single firm regarding calls concerning a single category (insurance). Future research should attempt to replicate these findings in other call center contexts. Practical implications - Caller perceptions of service quality (specifically empathy) in the wake of a perceived service failure, while not very helpful to co-branded service retention, actually mitigate primary/leveraged brand membership loss. Originality/value - This study addresses the lack of research tying escalated call center satisfaction and both retention of the co-branded service in addition to retention of the primary leveraged brand using actual retention data.
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    A longitudinal examination of the asymmetric impact of employee and customer satisfaction on retail sales
    (Emerald Group Publishing, 2006) Keiningham, T.L.; Cooil, B.; Peterson, K.; Vavra, T.G.; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    Purpose The purpose of this research is to examine changes in, and consistency of customer and employee satisfaction for asymmetry with regard to sales changes for a large US specialty goods retailer. Design-methodology-approach The data came from a 125 store US specialty goods retailer. Customer and employee data represent surveys administered by the firm in 2000 and 2001. Over 34,000 customer questionnaires and 3,900+ employee questionnaires were collected for the study. Pearson correlations and CHAID analyses were used to test the hypotheses. Findings For satisfaction employee and customer to impact changes in sales, perceived performance standards on some dimensions must be consistently delivered and changes in satisfaction levels must cross attribute-specific threshold levels. Research limitations-implications As the data comes from a single retailer, it is not possible to conclusively generalize these findings to all other retailers, or to other industries. Practical implications For managers, the typical reliance on simple mean employee or customer satisfaction scores or indexes is unlikely to adequately explain changes in sales. Managers must achieve satisfaction levels on those attributes where consistent performance is linked to sales. Additionally, given the threshold nature of the relationship, it is critical that managers be certain that efforts designed to improve satisfaction do so in sufficient force so as to reach levels that correspond with increasing sales. Originality-value While the literature has shown asymmetry in the relationship between customer satisfaction and customer behavior, to date no research has examined possible asymmetry in employee satisfaction data and business performance. Furthermore, analyses of asymmetry in customer satisfaction data have largely focused on cross-sectional data and individual-level customer data as opposed to business performance indicators. Understanding the asymmetric nature of the examined relationships should result in better allocation and use of marketing resources.
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    The future of managing customers as assets
    (Taylor & Francis, 2006) Keiningham, T.L.; Bejou, D.; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    Most companies do a very poor job of determining the economic value of their customers. There are three primary reasons that this has been the case: (1) inadequacy of technology, (2) managements' internal focus on products (as opposed to customers), and (3) inadequacy of accounting systems. Each of these areas, however, has undergone rapid transformation in terms of their sophistication and managerial usefulness. As a result, it is manifest destiny that asset valuation and management will evolve to the evaluation of a company's most fundamental asset, its customers (i.e., customer lifetime value). Most managers have come to accept this inevitability. What managers fail to realize is just how radically an understanding of customer lifetime value will transform the business landscape. It will dramatically impact the breadth and type of data collected; the way managers view and segment customers; the types of experiences firms offer customers; the metrics executives provide to the financial markets; and the way companies structure and staff their organizations.
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    Actual purchase as a proxy for share of wallet
    (Sage Publications Inc, 2005) Perkins-Munn, Tiffany; Keiningham, Timothy; Estrin, Deborah; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    Share of wallet is a concept that is growing in popularity among satisfaction researchers. There is no empirical research, however, examining the relationship between satisfaction, retention, and share of wallet. This is largely the result of the inherent difficulty collecting true share of wallet information in most business categories. If the impact of satisfaction on share of wallet is the same as satisfaction on retention, then managers can simply substitute more easily obtainable retention data. Therefore, this research examines the appropriateness of using actual purchase as a proxy for the more difficult to attain share of wallet in two distinct industries, Class 8 trucks and pharmaceuticals. The findings indicate that the top performance attributes in terms of predictive ability are the same and in the same order for each outcome, suggesting that for some firms, actual purchase may represent an acceptable proxy for share of wallet when deriving opportunities for service improvement.
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    Approaches to customer segmentation
    (Taylor and Francis, 2007) Keiningham, Timothy L.; Cooil, Bruce; Department of Business Administration; Aksoy, Lerzan; Faculty Member; Department of Business Administration; College of Administrative Sciences and Economics; N/A
    Customer segmentation has virtually unlimited potential as a tool that can guide firms toward more effective ways to market products and develop new ones. As a conceptual introduction to this topic, we study how an innovative multi-national firm (Migros Turk) has developed an effective set of segmentation strategies. This illustrates how firms can construct novel and inventive approaches that provide great value. A-priori, and custom designed post-hoc methods are among the most important approaches that a firm should consider.We then review general approaches to customer segmentation, with an emphasis on the most powerful and flexible analytical approaches and statistical models. This begins with a discussion of logistic regression for supervised classification, and general types of cluster analysis, both descriptive and predictive. Predictive clustering methods include cluster regression and CHAID (Chi-squared automatic interaction detection, which is also viewed as a tree classifier). Finally, we consider general latent class models that can handle multiple dependent measures of mixed type. These models can also accommodate samples that are drawn from a pre-defined group structure (e.g., multiple observations per household). To illustrate an application of these models, we study a large data set provided by an international specialty-goods retail chain. © 2007 by The Haworth Press, Inc. All rights reserved.