I'm interested in studying consumer behavior both offline and online, often using novel data sets. I've studied the effects of customer complaints and service recovery on lifetime value; how to calculate the effects of direct marketing in latent attrition models when it has been targeted; and how "path to purchase" influences unplanned buying.
More recently, I've looked at how streaming changes listening behavior, which was written up by the Marketing Science Institute (MSI). Ongoing work examines consumption fragmentation in the digital age: is streaming making us more or less similar? We have an MSI grant for this project. See above for my publications, working papers, grants and other things.
At Tilburg, I teach Introduction to Research in Marketing (masters), Customer Analytics (masters), and Marketing Analytics for Big Data (bachelors). I also coordinate the bachelors thesis in Marketing and supervise several masters thesis students. If you're a masters thesis student who has been assigned to me, check out my guidelines.
I hold a Ph.D. from the Wharton School of the University of Pennsylvania. In 2013, I rejoined Tilburg University. I was on the faculty of the LeBow College of Business, Drexel University 2011-13, and Tilburg University 2006-11.
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