Ph.D. in Marketing, University of Michigan
My research focuses on building
empirical models to examine how customer expectations of service performance evolve over time, affecting customer satisfaction and business outcomes. In my job market paper, I demonstrate the economic value of customer
satisfaction metrics over and above objective service
performance. I am also working on two other projects relating the evolution of
customer expectations under bounded rationality, and its impact on (a) strategic customer behavior and (b) firms' inter-temporal revenue management.
Stephen M. Ross School of Business, R5431
701 Tappan Street, Ann Arbor, MI 48109