In this paper, we address the following questions that are becoming increasingly important to managers in service industries: How are the levels of customer satisfaction and loyalty for the same service different when chosen online versus offline? What are the unique drivers of online customer satisfaction? How is the relationship between customer satisfaction and loyalty [...]

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Author(s): Fareena Sultan, Glen Urban, Venky Shankar and Yakov Bart This research investigates the determinants and role of consumer trust in e-business. It examines consumer perceptions of trust in a Web site and addresses the following key research questions: What factors influence consumer trust in a Web site and what specific Web site trust cues [...]

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Book Review: Cutting Edge: Gillette’s Journey to Global Leadership Author: Gordon McKibben This book documents the story of Gillette, one of the most successful global consumer packaged good companies that is well known for product innovation. It offers insights on the innovation, acquisition, and global strategies of Gillette.  It is chronologically well organized and is [...]

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This course is designed to give you a good understanding of strategic digital business thinking for start-ups and bricks and mortar corporations (bricks and clicks businesses). It will cover digital business strategy formulation and implementation of programs to meet with the needs of the customers, while achieving the business objectives. The focus will be on [...]

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This work was a finalist for the 2006 Marketing Science Practice Prize. http://www.informs.org/Edu/MarketingScience/ We develop a model for estimating, tracking, and managing brand equity for multicategory brands based on a combination of customer survey and financial measures for each product category. We apply this model to measure the equity of the flagship brand of a [...]

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