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)