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The vicious circle of customer loyalty
In a study published in the Journal of Marketing, my co-authors and I analyzed data from over 7,500 consultations with customers in the retail sector, including car dealerships, furniture outlets,…
Women access treatment for symptomatic diseases later than men in developing countries
A major consequence of gender-based health inequalities in the developing world is excess female mortality, as captured by low ratios of females to males, notably in India and China. In India, unlike…
When do customers get what they expect?
The underlying rationale is intuitive: Because customers are more satisfied when their expectations are exceeded, lowering expectations may be a shortcut to improving customer satisfaction. However,…
Sustainable Business Roundtable (SBRT)
The Sustainable Business Roundtable (SBRT), founded in 2011, is a peer-to-peer learning network for a group of excellent companies that have a global footprint and that are leading the sustainability…
Sustainability at ESMT
From the heart of Europe, we create and impart new knowledge to advance business and society. We develop entrepreneurial leaders who think globally and act responsibly.
Nachhaltigkeit
Aus dem Herzen Europas kreieren und vermitteln wir Wissen, um Unternehmen und die Gesellschaft voranzubringen. Wir bilden unternehmerische Führungskräfte aus und fort, die global denken und…
