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...

Product designers must continually assess trade-offs among various performance attributes and cost. Materials choice can play an important role in that decision-making process. Product platforms are used to meet the demand for increased product variety, while also managing costs. Because of...

An approach for capturing unobserved customer heterogeneity in structural equation modeling is proposed based on partial least squares. The method uses a modified finite-mixture distribution approach. An empirical analysis using quality, customer satisfaction and loyalty data for convenience...

We describe and examine three changes (personnel, process, and structure) that self-managed teams can make to remedy performance problems. We also discuss why self-managed teams may over-emphasize process and (to a lesser extent) personnel changes over structural changes. Furthermore, we...