In this article, a strategic typology is introduced to improve a firms’ return on investment (ROI) based on understanding whether to devote additional resources to improve customer satisfaction and increase delight. The framework is based on the recognition that customers seek two types of...

In this article, a strategic typology is introduced to improve a firms’ return on investment (ROI) based on understanding whether to devote additional resources to improve customer satisfaction and increase delight. The framework is based on the recognition that customers seek two types of...

This article investigates how engaging in a merger moderates the joint impact of a firm’s achievement of dual goals of customer satisfaction and firm efficiency on a firm’s long-term financial performance. Many prominent firms grow through mergers. Recent examples in the services context...

In this dissertation I have three essays. In Essay 1 I focus on two main groups of stakeholders, the investor community and the customers of a firm. I view their interaction through the lens of a third group of stakeholders, managers. Managers, like other humans, have a limited amount of...

My dissertation examines in three essays how firms utilize exploitation and exploration strategies, independently and in combination, for competitive advantage. The first essay examines whether firms can gain competitive advantage by the simultaneous pursuit of exploitation and exploration...

This dissertation examines consumer response to one aspect of logo redesign: shape. Relatively little research has focused exclusively on logos and even less attention has been given to logo redesign. Reaction to change in logo shape is hypothesized to be a function of the degree of change (from...

Mergers and Acquisitions (M&A) continue to be a popular vehicle for corporate profitability and growth. Although a rich stream of theory and research exists on M&A, there is considerable diversity in the findings and no consistent evidence validating the role of M&A in improving firm performance...