1 CBR in the real world a practitioner's pov  Copyright, GfK Custom Research North America, 2011.

Slides:

Advertisements

Similar presentations

BEHAVIORAL RESEARCH IN MANAGERIAL ACCOUNTING RANJANI KRISHNAN HARVARD BUSINESS SCHOOL & MICHIGAN STATE UNIVERSITY 2008.

Advertisements

Chapter 12: Oligopoly and Monopolistic Competition

From Analysis to Strategy

Copyright 2004 © Pearson Education Canada Inc. 3-1 Chapter 3 Building Customer Satisfaction, Value, and Retention.

McGraw-Hill/Irwin Copyright © 2009 by the McGraw-Hill Companies, Inc. All rights reserved.

Chapter 3 Inclusion and Identity Just as researchers in the natural sciences use exacting procedures to study aspects of the physical environment, so do.

1 Defining Marketing for the 21st Century

Interdependency How are relationships like economies? What is exchanged? What determines if we’ll stay in our current relationships? Why do some relationships.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.

Job Satisfaction.

ORGANIZATIONAL BEHAVIOR S T E P H E N P. R O B B I N S E L E V E N T H E D I T I O N W W W. P R E N H A L L. C O M / R O B B I N S © 2005 Prentice Hall.

Chauffeured Learning through Assessment Design A Conceptual Framework A presentation to 6 th International Blended Learning Conference Hertfordshire

Customer Loyalty & Retention

O r g a n i z a t i o n a l b e h a v i o r e l e v e n t h e d i t i o n.

Attitudes Attitudes Cognitive Component Affective Component

The Experience of Community Service. Experience of Community Service.

ORGANIZATIONAL BEHAVIOR W W W. P R E N H A L L. C O M / R O B B I N S.

Human Communication: The Basic Course Twelfth Edition

SQUADS #4 Learning Intentions - Today, I am going to address these College Readiness Standards in Science: 1.Evaluation of Models, Inferences, and Experimental.

MAJOR MARKET PRESSURES

ORGANIZATIONAL BEHAVIOR W W W. P R E N H A L L. C O M / R O B B I N S.

Chapter 10 Business Ethics and Organizational Performance.

Attitudes Session 7.

 Who was Kurt Lewin and why are his theories important?  What is action research?  Analysis of a qualitative exploratory study of information literacy.

Copyright © 2004 by South-Western, a division of Thomson Learning, Inc. All rights reserved. Developed by Cool Pictures and MultiMedia Presentations Copyright.

Economics Benchmark Review Basic Concepts and Terms.

Customer Relationship Management (CRM). Introduction  Customer Relationship Management is a process used for developing stronger relationship between.

Chapter 14 Services Marketing

Copyright © Houghton Mifflin Company. All rights reserved.1-1 Chapter 1 The Importance of Business Ethics.

Chapter 9 Personal Relationships. Three basic characteristics Frequent interaction over a long period of time Many different kinds of activities Strong.

Copyright © 2014 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

1 ORGANIZATIONAL BEHAVIOR STEPHEN P. ROBBINS Chapter 3 Attitudes and Job Satisfaction Reporter: Yen-Jen Angela Chen 2007/09/20.

Chapter 11: Marketing. Marketing  Process for creating, communicating, delivering offerings that have value for customer.

1 Defining Marketing for the 21 st Century 1. Chapter Questions  Why is marketing important?  What is the scope of marketing?  What are some fundamental.

Attitude. Definition Attitude is a behavior to show your feelings Process of feelings and behavior in a particular manner Persistence tendency to feel.

Starter Question Think about a personal relationship you have had (romantic or friendship). Why did/do you feel committed to that person? How did you know.

© 2007 Prentice Hall Inc. All rights reserved. Attitudes and Job Satisfaction Chapter THREE.

Attitudes and Job Satisfaction Chapter THREE. Attitudes Evaluative statements or judgments concerning objects, people, or events Affective Component The.

ORBChapter 31 ORGANIZATIONAL BEHAVIOR Chapter 3 Attitudes & Job Satisfaction.

Chapter – 7 Building Customer Relationships

Satisfaction and Loyalty. Customer Satisfaction versus Loyalty Satisfaction Satisfaction = Meeting minimum expectation Loyalty Loyalty = Exceeding customers.

ORGANIZATIONAL BEHAVIOR S T E P H E N P. R O B B I N S E L E V E N T H E D I T I O N W W W. P R E N H A L L. C O M / R O B B I N S © 2005 Prentice Hall.

Change Management Sample presentation. Perspectives of Change  Episodic Change Planned Intentional Linear Radical Macro-level  Continuous Change Ongoing.

Interdependence and Equity.  The previous chapter (09) focused primarily on strategies used to keep relationships: ◦1.Satisfying and in good “working.

Copyright © 2002 All rights reserved. 1 CHAPTER 1 The Customer: Key to Market Success.

Future Lies In The Hands Of Internal Customers – The Employees

Chapter 3 Attitudes, and Job Satisfaction TWELFTH EDITION

© 2007 Prentice Hall Inc. All rights reserved. Attitudes and Job Satisfaction Robbins & Judge 12 th Ed Chapter THREE.

© 2007 Prentice Hall Inc. All rights reserved. Attitudes and Job Satisfaction Chapter Four.

LOGO Exit, Voice, Loyalty, and Neglect as Responses to Job Dissatisfaction: A Multidimensional Scaling Study Devilia Sari - Natalia.

The Importance of Business Ethics C H A P T E R 1 Ethical Decision Making For Business 8e Fraedrich/Ferrell/Ferrell CHAPTER 1.

Goal Setting and Motivation MANA 4328 Dr. George Benson

1 Defining Marketing for the 21 st Century 1. Chapter Questions  Why is marketing important?  What is the scope of marketing?  What are some fundamental.

6aug08Slide 1 of 24 Defining Marketing for the 21 st Century Marketing Management, 13 th ed Marketing Management.

By: Prof. Dr. M. Zia-ur-Rehman,

The Learning Practitioner: A performance in five acts

IV, V, VI, VII Lessons.

Alexander Blandina & Ellen Cohn Department of Psychology

Business Ethics and Organizational Performance

Chapter 15 Customer Retention

Stakeholders Relationship

Build Customer Relationships

Retailing Strategy CHAPTER 5 CHAPTER 1 CHAPTER 1 CHAPTER 2 5 -

Thaksin University Consumer decision making process

Chapter 15 Consumer Relationships

Quality in Customer- Supplier Relationships

Chapter 12: Oligopoly and Monopolistic Competition

Personal Relationships

The Customer: Key to Market Success

Chapter 6. Theoretical Perspectives & Expanding Directions

Presentation transcript:

1 CBR in the real world a practitioner's pov  Copyright, GfK Custom Research North America, 2011

2 There is nothing so practical as a good theory - Kurt Lewin Lewin, K. (1951) Field theory in social science; selected theoretical papers. D. Cartwright (ed.). New York: Harper & Row.

3 Some good theories Exit, Voice & Loyalty –Albert O. Hirschman, 1970 Commitment and satisfaction in romantic relationships: A test of the investment model –Caryl Rusbult, 1980 & ff Hirschman, A.. (1970) Exit, voice & loyalty: Responses to decline in firms, organizations and states. Cambridge, MA: Harvard University Press. Rusbult, C. (1980) Commitment and satisfaction in romantic relationships: A test of the investment model. Journal of Experimental Social Psychology. 3

4 Responses to decline in firms, organizations and states DestructiveConstructive ActiveExitVoice PassiveNeglectLoyalty commitment higherlower alts better worse

5 Rusbult investment model COM = f(SAT + INV – ALTs)

6 Investments IntrinsicExtrinsic Material Unique/proprietary channel paths or ways of interacting Rewards programs Supplies/gear Property (shared) Contracts Psychological/ Social Time/tenure Predictability Emotional involvement/ participation Identification with the brand Mutual friends/ acquaintances or co- worker relationships Normative/social/ moral pressures Community ties

7 Brand commitment Performance Alternatives Investment Persistence Pro-Relationship Behaviors > Devaluing alternatives > Positive illusions > Accommodation behaviors > Willingness to sacrifice > Forgiveness > Cognitive interdependence Trust Commitment

8 GfK relationship model TrappedCommitted Exit/ Inert Switchable A>altsalt>A High Low Competitive Performance Investment

9 Model validation Trapped Committed Exit Switchable Trapped Committed Exit Switchable Account Price Difference ($) Increase Decrease SOW$ sensitivity ∆ SOW profitability

10 Time series validation attrition growth

11 Practical application Size & Trend Stimulators & Simulators TrappedCommitted Exit/ Inert Switchable A>altsalt>A High Low Competitive Performance Investment

12 Size & trend C* S T E Brand ABrand BBrand ZBrand DBrand CBrand YBrand X Favorability/Intention Target>AltAlt>Target High Low Psychological Investment *Committed (C) Switchable (S) Trapped (T) Exit/Inert (E)

13 Stimulators & simulators Primary Secondary Tertiary

14 New directions Pro-relationship behaviors CBR in social networks CBR metaphors