Vikas Mittal

Rice University

Professor

6100 South Main Street

250 McNair

Houston, TX 77005-1892

United States

SCHOLARLY PAPERS

91

DOWNLOADS
Rank 1,253

SSRN RANKINGS

Top 1,253

in Total Papers Downloads

28,230

SSRN CITATIONS
Rank 2,301

SSRN RANKINGS

Top 2,301

in Total Papers Citations

135

CROSSREF CITATIONS

446

Scholarly Papers (91)

1.

Customer Satisfaction: A Strategic Review and Guidelines for Managers

MSI Fast Forward Series, Marketing Science Institute, Cambridge, MA, 2010
Number of pages: 28 Posted: 27 Oct 2013
Vikas Mittal and Carly Frennea
Rice University and Jones Graduate School of Business
Downloads 2,279 (7,964)
Citation 1

Abstract:

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customer satisfaction

2.

Qualitative Research for Customer-Focused Insights

Number of pages: 23 Posted: 30 Oct 2015
Vikas Mittal
Rice University
Downloads 1,841 (11,213)
Citation 1

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focus groups, in-depth interviews, ethnography, qualitative research, quantitative research.

3.

Sample Design for Customer-Focused Research

Number of pages: 24 Posted: 01 Aug 2015
Vikas Mittal
Rice University
Downloads 1,743 (12,251)

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4.

Customer Engagement Behavior: Theoretical Foundations and Research Directions

Journal of Service Research 13(3), August, 253-266, (2010)
Number of pages: 15 Posted: 15 Oct 2013
University of Groningen - Faculty of Economics and Business, Boston College - Department of Marketing, Rice University, Free University of Berlin (FUB), TNS Infratest and University of Groningen - Department of Marketing & Marketing Research
Downloads 1,584 (14,224)
Citation 8

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customer engagement, customer loyalty, cocreation, services marketing

5.

Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics

Vikas Mittal and Wagner Kamakura. (2001) "Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics". Journal of Marketing Research, 38(1): 131-142
Number of pages: 13 Posted: 26 Oct 2013
Vikas Mittal and Wagner A. Kamakura
Rice University and Rice University
Downloads 1,282 (19,686)
Citation 15

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Repurchase behavior, satisfaction ratings

6.

Conducting Experiments for Gaining Customer Insights: A Primer on Causal Research (Part 1 of 2)

Number of pages: 34 Posted: 08 Jan 2016
Vikas Mittal
Rice University
Downloads 1,248 (20,566)

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design of experiments, internal validity, external validity, customer research, marketing

7.

The Voice of the Customer: A User's Guide to Customer Surveys

Number of pages: 25 Posted: 03 Feb 2017
Vikas Mittal
Rice University
Downloads 991 (28,746)
Citation 1

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Voice of the Customer, Customer Listening, Survey Research, Tracking Study, Cross Tabulations, Satisfaction Study, Cross-Sectional Research, Buyer-Behavior Study

8.

The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions

Journal of Marketing, 62, January, 33-47, 1998
Number of pages: 16 Posted: 27 Oct 2013
Rice University, Pennsylvania State University - Department of Marketing and Independent
Downloads 828 (36,937)
Citation 4

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attribute-level performance, satisfaction, repurchase intentions

9.
Downloads 823 (37,243)
Citation 4

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patient research, patient satisfaction, quality of care, importance-performance charts, survey research, complaint likelihood, health, analysis of health care markets

10.

CRM Implementation: Effectiveness Issues and Insights

Timothy Bohling, Douglas Bowman, Steve LaValle, Vikas Mittal, Das Naryandas, Girish Ramani, & Rajan Varadarajan. 2006. "CRM Implementation: Effectiveness Issues and Insights" Journal of Service Research, 9(2), November, 184-194.
Number of pages: 11 Posted: 02 Nov 2013
IBM Corporation, Emory University, IBM Corporation, Rice University, Harvard Business School - Marketing Unit, Drexel University and Texas A&M University - Department of Marketing
Downloads 686 (47,700)
Citation 2

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customer relationship management; CRM; CRM strategy; CRM implementation

11.

A Five-Component Customer Commitment Model: Implications for Repurchase Intentions in Goods and Services Industries

Journal of Service Research, 1-18, 2015
Number of pages: 18 Posted: 14 Apr 2015
Ipsos Loyalty - North America, Jones Graduate School of Business, Fordham University - Gabelli School of Business, Ipsos Loyalty and Rice University
Downloads 677 (48,577)

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commitment, loyalty, cross-cultural, repurchase intentions, goods versus services

12.

Strengthening the Satisfaction-Profit Chain

Eugene W. Anderson and Vikas Mittal (2000). "Strengthening the Satisfaction-Profit Chain", Journal of Service Research, 3(2), November, 107-120
Number of pages: 15 Posted: 26 Oct 2013
Eugene Anderson and Vikas Mittal
University of Michigan at Ann Arbor and Rice University
Downloads 609 (55,768)
Citation 3

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customer satisfaction, satisfaction-profit chain

13.

Do Logo Redesigns Help or Hurt Your Brand? The Role of Brand Commitment

Journal of Product and Brand Management, Vol. 19, No. 2, pp. 76-84, 2010
Number of pages: 9 Posted: 06 Feb 2012
affiliation not provided to SSRN, Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration and Rice University
Downloads 603 (56,433)
Citation 5

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Brand identity, Brand loyalty, Logos

14.

Power Distance Belief and Impulsive Buying

Journal of Marketing Research, Vol. 47, No. 5, pp. 945-954, 2010
Number of pages: 11 Posted: 06 Feb 2012
University of Texas at San Antonio, Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration and Rice University
Downloads 601 (56,649)
Citation 3

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cultural orientation, impulsive buying, power distance belief

15.

When Does Recognition Increase Charitable Behavior? Toward a Moral Identity-Based Model

Journal of Marketing: Vol. 77, No. 3, pp. 121-134, Forthcoming
Number of pages: 14 Posted: 07 May 2013
Karen Page Winterich, Vikas Mittal and Karl Aquino
Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, Rice University and University of British Columbia (UBC) - Division of Organizational Behaviour and Human Resources
Downloads 538 (65,056)
Citation 3

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charitable behavior, recognition, moral identity, symbolization, social reinforcement

16.

Regret: A Model of its Antecedents and Consequences in Consumer Decision Making

Journal of Consumer Research, Vol. 26, No. 4, 2000
Number of pages: 18 Posted: 26 Oct 2013
Michael Tsiros and Vikas Mittal
University of Miami - Department of Marketing and Rice University
Downloads 530 (66,301)
Citation 4

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regret, repurchase, complaint

17.

How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis

International Journal of Research in Marketing, Forthcoming
Number of pages: 32 Posted: 23 Jan 2015
Durham University, Jones Graduate School of Business, Rice University and University of Alabama - Department of Management and Marketing
Downloads 496 (72,067)
Citation 4

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switching costs, customer satisfaction, repurchase intentions, repurchase behavior

18.

Cross-Validation of Customer and Employee Signals and Firm Valuation

Journal of Marketing Research, Forthcoming
Number of pages: 48 Posted: 27 Jun 2015
Christopher Groening, Vikas Mittal and Yan Zhang
University of Missouri at Columbia - Department of Marketing, Rice University and Rice University - Jesse H. Jones Graduate School of Business
Downloads 467 (77,500)
Citation 2

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signaling theory, achievements and lapses, business scope, stakeholder

19.
Downloads 453 ( 80,386)
Citation 2

E-Service Quality: A Meta-Analytic Review

Journal of Retailing, Forthcoming
Number of pages: 62 Posted: 15 Jul 2015
Durham University, Rice University - Jesse H. Jones Graduate School of Business, Rice University and University of Rostock
Downloads 236 (162,517)

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E-Service Quality: A Meta-Analytic Review

Journal of Retailing, Forthcoming
Number of pages: 22 Posted: 15 Jul 2015
Durham University, Rice University - Jesse H. Jones Graduate School of Business, Rice University and University of Rostock
Downloads 217 (176,361)
Citation 1

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E-service quality; Marketing channels; Meta-analysis; Measurement; Research design; Contingency factors

20.

Allocation of Resources to Customer Satisfaction and Delight Based on Utilitarian and Hedonic Benefits

Journal of Research in Marketing, Vol. 2 (1), 106-112
Number of pages: 7 Posted: 06 Mar 2014 Last Revised: 11 Sep 2014
University of GroningenCenter for Customer Management, Rice University and University of Missouri at Columbia - Department of Marketing
Downloads 453 (80,612)

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Customer Management, Customer Satisfaction, Customer Delight; Benefit, Hedonic, Utilitarian

21.

The Satisfaction Profit Chain

Frennea, Carly, Mittal, Vikas and Westbrook, Robert A., The Satisfaction Profit Chain (April 16, 2014)
Number of pages: 39 Posted: 26 Nov 2016
Jones Graduate School of Business, Rice University and Rice University - Jones Graduate School of Management
Downloads 436 (84,299)

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customer satisfaction, customer loyalty, satisfaction-profit-chain, firm-financial outcomes

22.

How Males and Females Differ in Their Likelihood of Transmitting Negative Word of Mouth

Journal of Consumer Research, Vol. 40, April 2014
Number of pages: 13 Posted: 18 Apr 2014
Yinlong Zhang, Lawrence Feick and Vikas Mittal
University of Texas at San Antonio, University of Pittsburgh and Rice University
Downloads 432 (85,032)
Citation 1

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23.

How Political Identity and Charity Positioning Increase Donations: Insights from Moral Foundations Theory

International Journal of Research in Marketing, 29(4), 346–354
Number of pages: 9 Posted: 03 May 2012 Last Revised: 27 Nov 2012
Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, University of Texas at San Antonio and Rice University
Downloads 427 (86,157)
Citation 6

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Political Identity, Liberals, Conservatives, Donation Behavior, Moral Identity, Moral Foundations Theory

24.

Attribute-Level Satisfaction, Overall Customer Satisfaction, and Performance Outcomes in Business-to-Business Firms

Mays Business School Research Paper No. 2964334
Number of pages: 79 Posted: 08 May 2017 Last Revised: 14 Jul 2020
Rice University, Korea University Business School, Korea University, Iowa State University, Texas A&M University (TAMU), Mays Business School, Business Administration - Marketing, Students and Texas A&M University - Department of Marketing
Downloads 414 (89,295)

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business-to-business marketing, overall satisfaction, financial performance, positive asymmetry, negative asymmetry, attribute-level satisfaction

25.
Downloads 403 (92,141)

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Customer Research, Service Experience, Customer Satisfaction, Importance-Performance Charts, Survey Research

26.

Sector-Level Results from the 2015 Strategy and Corporate Performance in the Energy Industry (SCOPE) Study

Number of pages: 29 Posted: 23 Sep 2015
Rice University, Rice University - Jesse H. Jones Graduate School of Business, Korea University Business School, Korea University and Rice University, Jesse H. Jones Graduate School of Business, Students
Downloads 399 (93,197)
Citation 1

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Oil & Gas Industry, Energy Industry, Strategic Performance, Perception Survey, CSR, Reputation, Safety, Financial Management

27.

Customer Satisfaction, Loyalty Behaviors, and Firm-Financial Performance: What 30 Years of Research Tells Us

Number of pages: 59 Posted: 11 Jul 2017
Carly Frennea and Vikas Mittal
Jones Graduate School of Business and Rice University
Downloads 350 (108,167)
Citation 2

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customer satisfaction, retention, share of wallet, word of mouth, financial performance, meta-analysis

28.

Buy American: A User's Guide for Measuring Customer Motivations

Number of pages: 22 Posted: 16 Apr 2017 Last Revised: 06 Jun 2017
Vikas Mittal
Rice University
Downloads 348 (108,865)

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Buy American, Survey Research, Ethnocentrism, Patriotism, Local Identity, Customer Satisfaction

29.

Assessing the Service-Profit Chain

Wagner Kamakura, Vikas Mittal, Fernando de Rosa, & Jose Afonso Mazzon (2002). "Assessing the Service-Profit Chain". Marketing Science, 21(3), Summer, 294-317.
Number of pages: 25 Posted: 26 Oct 2013
Rice University, Rice University, University of Pittsburgh and University of São Paulo (USP)
Downloads 331 (115,088)
Citation 1

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Service; Profitability; Service-Profit Chain; Retention; Satisfaction; Banking; Financial Service

30.

Managing Customer Value in Business-to-Business Markets

Marketing Review St. Gallen 3/2014
Number of pages: 9 Posted: 30 Apr 2014
Rice University, Jones Graduate School of Business and Rice University - Jones Graduate School of Management
Downloads 306 (125,216)

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31.

Do Oilfield-Services Companies Strategically Manage Customers and Employees? Halliburton, National Oilwell Varco, and Schlumberger

Number of pages: 11 Posted: 29 Mar 2016 Last Revised: 03 Apr 2016
Vikas Mittal and Christopher Groening
Rice University and University of Missouri at Columbia - Department of Marketing
Downloads 267 (144,400)

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customers, employees, long-term value, energy industry, Halliburton, National Oilwell Varco, Schlumberger

32.

Chapter 16 - Managing Customer Satisfaction

Mittal, Vikas & Carly Frennea (2012) "16- Managing Customer Satisfaction," Handbook of Marketing Strategy, Venky Shankar and Gregory Carpenter (Eds.), 261
Number of pages: 29 Posted: 02 Nov 2013
Vikas Mittal and Carly Frennea
Rice University and Jones Graduate School of Business
Downloads 255 (151,074)

Abstract:

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customer satisfaction

33.

Results from the Oil & Gas Services Sector: The 2015 Strategy and Corporate Performance in the Energy Industry (SCOPE) Study

Number of pages: 28 Posted: 03 Oct 2015
Rice University - Jesse H. Jones Graduate School of Business, Rice University, Korea University Business School, Korea University and Rice University, Jesse H. Jones Graduate School of Business, Students
Downloads 220 (174,345)

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34.

Donation Behavior Toward In-Groups and Out-Groups: The Role of Gender and Moral Identity

Journal of Consumer Research, Vol. 36, No. 2, pp. 199-214, 2011
Number of pages: 16 Posted: 06 Feb 2012
Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, Rice University and Pennsylvania State University - Department of Marketing
Downloads 220 (174,345)
Citation 4

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charitable giving, moral identity, gender, donations, in-group, out-group, self-concept

35.

Deepwater Horizon: Lessons in Corporate Branding

Number of pages: 10 Posted: 24 Jul 2017
Vikas Mittal and Kyuhong Han
Rice University and Korea University Business School, Korea University
Downloads 202 (188,838)
Citation 1

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coroporate brand; public relations; movie release; brand equity

36.

The Role of Attributions in Customer Satisfaction: A Re-Examination

Journal of Consumer Research, Vol. 31, No. 2, 2004
Number of pages: 9 Posted: 26 Oct 2013
Michael Tsiros, Vikas Mittal and William T. Ross
University of Miami - Department of Marketing, Rice University and Pennsylvania State University - Department of Marketing
Downloads 196 (194,044)
Citation 1

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Disconfirmation, responsibility, stability

37.

Consumers' Preference for User-Designed Versus Designer-Designed Products: The Moderating Role of Power Distance Belief

Number of pages: 49 Posted: 21 Nov 2017
Xiaobing Song, Yinlong Zhang and Vikas Mittal
Dalian University of Technology, University of Texas at San Antonio and Rice University
Downloads 193 (196,761)
Citation 1

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Power Distance Belief, User Design, Customer Empowerment, Identification, Trust, Consumer Preferences, Purchase Intention

38.

Protect Thyself: How Affective Self-Protection Increases Self-Interested Behavior

Winterich, K., Mittal, V., & Morales, A. Protect Thyself: How Affective Self-Protection Increases Self-Interested Behavior. Organizational Behavior and Human Decision Processes, Forthcoming.
Number of pages: 46 Posted: 18 Jul 2014
Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, Rice University and Arizona State University (ASU)
Downloads 184 (205,313)
Citation 1

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self-interested behavior; unethical behavior; self-protection; disgust; emotion; cleansing

39.

Attribute-Level Performance, Satisfaction, and Behavioral Intentions Over Time: A Consumption-System Approach

Journal of Marketing, 63, April 1999, 88-101
Number of pages: 15 Posted: 27 Oct 2013
Vikas Mittal, Pankaj Kumar and Michael Tsiros
Rice University, CUNY Baruch College and University of Miami - Department of Marketing
Downloads 180 (209,269)
Citation 2

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attribute-level performance, behavioral intentions, service satisfaction

40.

Distribution Network Redesign for Marketing Competitiveness

Shang, Jennifer, T. Pinar Yildirim, Pandu Tadikamalla, Vikas Mittal, & Lawrence H. Brown (2009) "Distribution network redesign for marketing competitiveness" Journal of Marketing, March, 73(2), 146-163. (2009)
Number of pages: 18 Posted: 16 Oct 2013
University of Pittsburgh - Katz Graduate School of Business, University of Pennsylvania - The Wharton School, University of Pittsburgh - Operations, Decision Sciences, and Artificial Intelligence Group, Rice University and GlaxoSmithKline Company
Downloads 177 (212,350)

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location theory, optimization, decision calculus, network design, supply chain model

41.

Understanding Firms' Customer Satisfaction Information Usage

Neil A. Morgan, Eugene W. Anderson, & Vikas Mittal, (2005). "Understanding Firms' Customer Satisfaction Information Usage". Journal of Marketing, 69(3), July, 131-151.
Number of pages: 22 Posted: 26 Oct 2013
Neil A. Morgan, Eugene Anderson and Vikas Mittal
Indiana University - Kelley School of Business - Department of Marketing, University of Michigan at Ann Arbor and Rice University
Downloads 176 (213,383)
Citation 2

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customer satisfaction, information usage, CSIU

42.

How Employer and Employee Satisfaction Affect Customer Satisfaction: An Application to Franchise Services

Journal of Service Research, 14(2), May 2011, 136-148
Number of pages: 14 Posted: 16 Oct 2013 Last Revised: 01 Nov 2013
University of Muenster - Finance Center Muenster, University of Missouri at Columbia - Department of Marketing, Rice University and T-Mobile International AG
Downloads 163 (227,732)
Citation 1

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customer satisfaction, employee satisfaction, manager satisfaction, franchisee satisfaction, exchange theory, purchase intentions, service-profit chain

43.

How Re-Designing Angular Logos to Be Rounded Shapes Brand Attitude: Consumer Brand Commitment and Self-Construal

Journal of Consumer Marketing, Vol. 28, No. 6, pp. 438-447, 2011
Number of pages: 10 Posted: 06 Feb 2012
affiliation not provided to SSRN, Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration and Rice University
Downloads 160 (231,384)

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Self construal, Brand commitment, Advertising framing, Logos, Consumers

44.

When Moral Identity Symbolization Motivates Prosocial Behavior: The Role of Recognition and Moral Identity Internalization

Journal of Applied Psychology, Forthcoming
Number of pages: 36 Posted: 07 May 2013 Last Revised: 18 May 2014
Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, University of British Columbia (UBC) - Division of Organizational Behaviour and Human Resources, Rice University and Rice University - Jesse H. Jones Graduate School of Business
Downloads 159 (232,619)
Citation 2

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prosocial behavior, symbolization, internalization, recognition, moral identity

45.

Toyota Steers Clear of Reputation Damage

Vikas Mittal, Rajan Sambandam, & Utpal Dholakia (2010), "Toyota Steers Clear of Reputation Damage," Marketing Research, Summer, 9-13.
Number of pages: 6 Posted: 10 Nov 2013
Rice University, TRC Market Research and Rice University - Jesse H. Jones Graduate School of Business
Downloads 158 (233,938)

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Toyota, brand, qualitative assessment

46.

Results from the Integrated Oil & Gas Sector: The 2015 Strategy and Corporate Performance in the Energy Industry (SCOPE) Study

Number of pages: 24 Posted: 02 Dec 2015
Rice University - Jesse H. Jones Graduate School of Business, Rice University, Korea University Business School, Korea University and Rice University, Jesse H. Jones Graduate School of Business, Students
Downloads 146 (249,548)

Abstract:

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47.

Price Sensitivity and Customer Perceived Switching Costs in Business-to-Business Markets: Joint Effect on Customer Repurchase Intentions

Number of pages: 40 Posted: 02 Mar 2020
Texas A&M University, Texas A&M University, Mays Business School, Rice University and Texas A&M University - Department of Marketing
Downloads 142 (255,157)

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Financial Switching Costs, Procedural Switching Costs, Relational Switching Costs, Customer Satisfaction, Customer Price Sensitivity, Repurchase Intentions, B-to-B marketing

48.

Incidental and Task-Related Affect: A Re-Inquiry and Extension of the Influence of Affect on Choice

Journal of Consumer Research, Vol. 32, No. 1, 2005
Number of pages: 7 Posted: 25 Oct 2013
Nitika Garg, Jeffrey Inman and Vikas Mittal
University of New South Wales (UNSW), University of Pittsburgh - Katz Graduate School of Business and Rice University
Downloads 141 (256,554)
Citation 2

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Affect, task-related affect, incidental affect, anger, sadness

49.

Relating Brand and Customer Perspectives on Marketing Management

Tim Ambler, C. B. Bhattacharya, Julie Edell, Kevin Lane Keller, Katherine N. Lemon, Vikas Mittal. (2002). "Relating Brand and Customer Perspectives on Marketing Management". 5(1): 13-25.
Number of pages: 13 Posted: 26 Oct 2013
London Business School, Boston University, Duke University - Fuqua School of Business, Dartmouth College - Tuck School of Business, Boston College - Department of Marketing and Rice University
Downloads 135 (265,514)

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brand equity, customer equity, brand asset, customer asset

50.

How Achieving the Dual Goal of Customer Satisfaction and Efficiency in Mergers Affects a Firm's Long-Term Financial Performance

Swaminathan, Vanitha, Christopher Groening, Vikas Mittal and Felipe Thomaz (2013). "How Achieving the Dual Goal of Customer Satisfaction and Efficiency in Mergers Affects a Firm's Long-Term Financial Performance", Forthcoming
Number of pages: 14 Posted: 12 Nov 2013
University of Pittsburgh, University of Missouri at Columbia - Department of Marketing, Rice University and University of Oxford - Said Business School
Downloads 129 (274,725)
Citation 1

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merger, dual emphasis, customer satisfaction, efficiency, financial performance, firm performance

51.

Eliminate the Negative: Managers Should Optimize Rather than Maximize Performance to Enhance Patient Satisfaction

Journal of Health Care Marketing, 16(3), 24-31, 1996
Number of pages: 9 Posted: 27 Oct 2013 Last Revised: 01 Nov 2013
Vikas Mittal and Patrick Baldasare
Rice University and Independent
Downloads 116 (296,806)

Abstract:

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patient satisfaction, attribute level performance

52.

Results from the Midstream Oil & Gas Sector: The 2015 Strategy and Corporate Performance in the Energy Industry (SCOPE) Study

Number of pages: 26 Posted: 06 Dec 2015
Rice University - Jesse H. Jones Graduate School of Business, Rice University, Korea University Business School, Korea University and Rice University, Jesse H. Jones Graduate School of Business, Students
Downloads 115 (298,618)

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53.

Perspective - Organizational Behavior and the Working Poor

Organization Science, 23(3), May-June, 888-906, 2011
Number of pages: 19 Posted: 12 Oct 2013 Last Revised: 16 Oct 2013
Carrie R. Leana, Vikas Mittal and Emily Stiehl
University of Pittsburgh - Katz Graduate School of Business, Rice University and University of Pittsburgh - Katz Graduate School of Business
Downloads 108 (312,079)

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organizational behavior, poverty, working poor

54.

Customer Divestment

Journal of Relationship Marketing, 5(2/3), 71-85, 2006
Number of pages: 16 Posted: 20 Oct 2013 Last Revised: 08 Nov 2013
Vikas Mittal, Matthew Sarkees and Matthew Sarkees
Rice University and Pennsylvania State University - Great Valley School of Graduate Professional StudiesPennsylvania State University - Great Valley School of Graduate Professional Studies
Downloads 106 (316,131)

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Customer divestment, customer lifetime value, customer relationship management

55.

Customer Complaining: The Role of Tie Strength and Information Control

Journal of Retailing, 84(2), 195-204, June 2008
Number of pages: 11 Posted: 12 Oct 2013 Last Revised: 18 Oct 2013
Vikas Mittal, John Huppertz and Adwait Khare
Rice University, Union University - Union Graduate College and Quinnipiac University
Downloads 104 (320,240)

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Customer complaint, Service quality, Customer loyalty, Tie strength, Customer satisfaction, Service recovery

56.

Disgusted or Happy, It's Not so Bad: Emotional Mini-Max in Unethical Judgments

Journal of Business Ethics, Forthcoming
Number of pages: 49 Posted: 19 May 2014
Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, Arizona State University (ASU) and Rice University
Downloads 99 (330,706)
Citation 1

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ethical decision-making; judgments of unethical behavior; magnitude of consequences; emotion; affect

57.

Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction

Vikas Mittal, Eugene W. Anderson, Akin Sayrak, & Pandu Tadikamalla. (2005). "Dual Emphasis and the Long-Term Financial Impact of Customer Satisfaction". Marketing Science, 24(4), Fall 2005, 544-555
Number of pages: 12 Posted: 25 Oct 2013
Rice University, University of Michigan at Ann Arbor, University of Pittsburgh and University of Pittsburgh - Operations, Decision Sciences, and Artificial Intelligence Group
Downloads 93 (344,195)
Citation 5

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customer satisfaction; services marketing; marketing strategy and metrics

58.

Hedging Customer Risk

Cust. Need. and Solut. (2014) 1:105–116
Number of pages: 12 Posted: 14 Apr 2015
Kent State University, University of Pennsylvania - The Wharton School, Rice University and University of Pittsburgh - Operations, Decision Sciences, and Artificial Intelligence Group
Downloads 81 (374,611)

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Customer portfolio, Embeddedness, Portfolio

59.

Gender Jeopardy in Financial Risk Taking

Journal of Marketing Research, 45(4), August 2008, 414-424
Number of pages: 11 Posted: 19 Oct 2013
Xin He, Jeffrey Inman and Vikas Mittal
University of Central Florida, University of Pittsburgh - Katz Graduate School of Business and Rice University
Downloads 72 (400,462)
Citation 2

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risk taking, financial decisions, gender, issue capability, goal orientation, agency-communion theory

60.

Stayers, Leavers, and Switchers Among Certified Nursing Assistants in Nursing Homes: A Longitudinal Investigation of Turnover Intent, Staff Retention, and Turnover

Jules Rosen, Emily M. Stiehl, Vikas Mittal, and Carrie Leana. "Stayers, Leavers, and Switchers Among Certified Nursing Assistants in Nursing Homes: A Longitudinal Investigation of Turnover Intent, Staff Retention, and Turnover" The Gerontologist, 51(5), 597-609, 2011
Number of pages: 13 Posted: 13 Oct 2013 Last Revised: 22 Oct 2013
University of Pittsburgh - School of Medicine, University of Pittsburgh - Katz Graduate School of Business, Rice University and University of Pittsburgh - Katz Graduate School of Business
Downloads 72 (400,462)

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Nursing homes, Workforce Issues, Organizational & Institutional issues, Long-term Care, Caregiving - Formal

61.

The Asymmetric Association of Customer Commitment and Behavioral Intentions in Business-to-Business Markets

Number of pages: 53 Posted: 03 Mar 2020
Texas A&M University, Mays Business School, Texas A&M University, Rice University and Texas A&M University - Department of Marketing
Downloads 71 (403,616)

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Affective Commitment, Economic Commitment, Forced Commitment, Habitual Commitment, Asymmetry, Customer Satisfaction, Repurchase Intentions, B-to-B marketing

62.

The Differential Effect of Local-Global Identity Among Males and Females: The Case of Price Sensitivity

Number of pages: 66 Posted: 25 May 2018
Huachao Gao, Vikas Mittal and Yinlong Zhang
University of Victoria, Peter B. Gustavson School of Business - Marketing, Rice University and University of Texas at San Antonio
Downloads 69 (409,855)

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gender, local-global identity, identity incongruence, price sensitivity, sacrifice mindset

63.

The Effect of Decision Risk and Project Stage on Escalation of Commitment

ScienceDirect, Organizational Behavior and Human Decision Processes 103 (2007) 225–237
Number of pages: 13 Posted: 15 Jul 2015
Xin He and Vikas Mittal
University of Central Florida and Rice University
Downloads 59 (443,850)

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Escalation of commitment; Decision risk; Project stage; Project information; Project completion; Risk taking; Sunk cost

64.

Attribute Performance and Customer Satisfaction Over Time: Evidence from Two Field Studies

Vikas Mittal, Jerome Katrichis, & Pankaj Kumar. (2001). "Attribute Performance and Customer Satisfaction Over Time: Evidence from Two Field Studies." The Journal of Services Marketing, 2001, 15(4/5): 343-356.
Number of pages: 14 Posted: 02 Nov 2013
Vikas Mittal, Jerome Katrichis and Pankaj Kumar
Rice University, University of Hartford - Barney School of Business and Cornell University
Downloads 52 (470,162)
Citation 1

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customer satisfaction, time, service quality

65.

Sustainable Retailing

Journal of Retailing, Special Issue Re-Strategizing Retailing in a Technology Based Era, Forthcoming
Number of pages: 50 Posted: 29 Dec 2020
George Mason University - Department of Marketing, Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, Rice University, affiliation not provided to SSRN, Portland State University - Marketing and Advertising, University of Arkansas - Department of Supply Chain Management, affiliation not provided to SSRN and affiliation not provided to SSRN
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sustainability; supply chain; circular economy; retailing; social impact

66.

Perception Gap in Quality-of-Life Ratings: An Empirical Investigation of Nursing Home Residents and Caregivers

The Gerontologist, April 2007; 47, 2; p. 159
Number of pages: 10 Posted: 25 Oct 2013
Rice University, University of Pittsburgh - School of Medicine, University of Mississippi - School of Business Administration, University of Pittsburgh - Department of Health Policy and Management, University of Pittsburgh, Independent, University of Pittsburgh - Graduate School of Public Health, University of Pittsburgh - Graduate School of Public Health, Independent, University of Pittsburgh - Department of Health Policy and Management, University of Pittsburgh and Independent
Downloads 50 (478,293)
Citation 1

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adaptation-level theory, job satisfaction, perception gap, quality of life

67.

Managing Complex-Negative Services: Service Providers’ Use of Ethics Committees and Consultation in Healthcare Institutions

Number of pages: 50 Posted: 14 Sep 2016
Southern Methodist University (SMU) - Strategy & Entrepreneurship Department, Rice University, Carnegie Mellon University, University of Pittsburgh, University of Pittsburgh - Katz Graduate School of Business, Yale University - School of Medicine and Allegheny Health Network - Allegheny General Hospital
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Citation 1

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Service Provider; Healthcare Services; Ethics Committees; Task Management; Relationship Management; Ethical Dilemma; Decision Making

68.

A Dual-Driver Model of Retention and Turnover in the Direct Care Workforce

Mittal, Vikas, Jules Rosen, & Carrie Leana (2009) "A dual-driver model of retention and turnover in the direct care workforce" The Gerontologist, October (49), 623-634. (2009)
Number of pages: 12 Posted: 17 Oct 2013
Vikas Mittal, Jules Rosen and Carrie R. Leana
Rice University, University of Pittsburgh - School of Medicine and University of Pittsburgh - Katz Graduate School of Business
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Long-term care, Direct care workers, Workforce, Turnover, Retention

69.

The Impact of Positive and Negative Affect and Issue Framing on Issue Interpretation and Risk Taking

Organizational Behavior and Human Decision Processes, Vol. 76, No. 3, December 1998, pp. 298-324
Number of pages: 27 Posted: 12 Oct 2013 Last Revised: 16 Oct 2013
Vikas Mittal and William T. Ross
Rice University and Pennsylvania State University - Department of Marketing
Downloads 48 (486,478)
Citation 1

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Affect, Issue Framing, Issue Interpretation, and Risk Taking

70.

Return on Safety Training

Number of pages: 68 Posted: 22 Jul 2021
Mendoza College of Business, University of Notre Dame, Korea University Business School, Korea University, Jones Graduate School of Business, Rice University, Alvarez College of Business, University of Texas at San Antonio, Texas A&M University - Department of Marketing and Rice University
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safety, safety training, financial loss mitigation, return on investment, observational data

71.

The Association between Changes in Health Status and Nursing Home Resident Quality of Life

Degenholtz, Howard B., Jules Rosen, Nicholas Castle, Vikas Mittal, & Darren Liu (2008) "The association between changes in health status and nursing home resident quality of life." The Gerontologist, 48(5), 584-592 (2008)
Number of pages: 9 Posted: 25 Oct 2013
University of Pittsburgh - Department of Health Policy and Management, University of Pittsburgh - School of Medicine, University of Pittsburgh - Department of Health Policy and Management, Rice University and University of Pittsburgh - Department of Behavioral and Community Health Sciences
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Health status, Nursing homes, Quality of life

72.

How Commitment Influences the Termination of B2B Exchange Relationships

Tsiros, Michael, William T. Ross, & Vikas Mittal (2009) "How commitment influences the termination of B2B exchange relationships" Journal of Service Research, 11(3), February, 263-276. (2009)
Number of pages: 15 Posted: 16 Oct 2013
Michael Tsiros, William T. Ross and Vikas Mittal
University of Miami - Department of Marketing, Pennsylvania State University - Department of Marketing and Rice University
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commitment; satisfaction; termination; decision process

Timely Access to Health Care: Customer-Focused Resource Allocation in a Hospital Network

International Journal of Research in Marketing, 25, 294-300 (2008)
Number of pages: 7 Posted: 16 Oct 2013
Rahul Govind, Rabikar Chatterjee and Vikas Mittal
University of Mississippi - School of Business Administration, University of Pittsburgh and Rice University
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Timely Access to Health Care: Customer-Focused Resource Allocation in A Hospital Network

Intern. J. of Research in Marketing 25 (2008) 294–300
Number of pages: 7 Posted: 14 Apr 2015
Rahul Govind, Rabikar Chatterjee and Vikas Mittal
University of Mississippi - School of Business Administration, University of Pittsburgh and Rice University
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74.

Ability, Incentives, and Management Feedback: Organizational Change to Reduce Pressure Ulcers in a Nursing Home

Jules Rosen, Vikas Mittal, Howard Degenholtz, Nick Castle, Benoit H. Mulsant, Shelley Hulland, David Nace, and Fred Rubin. 2006. "Ability, Incentives, and Management Feedback: Organizational Change to Reduce Pressure Ulcers in a Nursing Home" Journal of American Medical Directors Assn 7(3); 141-146
Number of pages: 6 Posted: 25 Oct 2013
University of Pittsburgh - School of Medicine, Rice University, University of Pittsburgh - Department of Health Policy and Management, University of Pittsburgh - Department of Health Policy and Management, Independent, Independent, Independent and University of Pittsburgh
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Nursing home; pressure ulcer; quality improvement; organization

75.

Geographic Patterns in Customer Service and Satisfaction: An Empirical Investigation

Journal of Marketing, 68 (July 2004), 48-62
Number of pages: 16 Posted: 24 Oct 2013
Vikas Mittal, Wagner A. Kamakura and Rahul Govind
Rice University, Rice University and University of Mississippi - School of Business Administration
Downloads 39 (527,465)
Citation 1

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customer satisfaction, spatial patterns, weighted regression

76.

Not All Negative Emotions Lead to Concrete Construal

International Journal of Research in Marketing, Forthcoming
Number of pages: 18 Posted: 14 Jul 2015
Rice University - Jesse H. Jones Graduate School of Business, Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, Rice University and Arizona State University (ASU)
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Construal level, emotion, valence, disgust, happiness, brand extension

77.

Moms and Dads: Their Political Identity and Preference for Educational Programs

Number of pages: 52 Posted: 22 Dec 2016
Jihye Jung and Vikas Mittal
Rice University and Rice University
Downloads 34 (553,075)

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Political Identity, Male, Female, Educational Programs, Self Focus, Other Focus, Self Construal

78.

Safety in Numbers? An Analysis of Market Concentration and Safety in the Commercial Railroad Industry

Mays Business School Research Paper No. 3009220
Number of pages: 41 Posted: 29 Jul 2017
Rice University - Department of Economics, Students, Texas A&M University - Department of Marketing and Rice University
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safety; accidents; market concentration; HHI; quasi-experimental; mediators

79.

Pressure Ulcer Prevention in Black and White Nursing Home Residents: A QI Initiative of Enhanced Ability, Incentives, and Management Feedback

Advances in Skin and Wound Care. 19(5): 2, 2006
Number of pages: 5 Posted: 26 Oct 2013
University of Pittsburgh - School of Medicine, Rice University, University of Pittsburgh - Department of Health Policy and Management, University of Pittsburgh - Department of Health Policy and Management, Independent, Independent and University of Pittsburgh
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pressure ulcers, nursing homes, QI initiative

80.

Research and the Bottom Line

Vikas Mittal (2004) "Research and the bottom line," Marketing Research, 16(3), Fall, 36-40.
Number of pages: 6 Posted: 10 Nov 2013
Vikas Mittal
Rice University
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bottom line, marketing research department, profitability

81.

Decision Difficulty: Effects of Procedural and Outcome Accountability

Journal of Consumer Research, Vol. 32, No. 3, 2005
Number of pages: 8 Posted: 26 Oct 2013
Yinlong Zhang and Vikas Mittal
University of Texas at San Antonio and Rice University
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Citation 5

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accountability, procedural accountability, outcome accountability

82.

Distinguishing Adoption and Entrenchment of Management Practices: A Framework for Analysis

Organization Studies, 20(5): 741-776, 1999
Number of pages: 37 Posted: 27 Oct 2013
Gerald Zeitz, Vikas Mittal and Brian McAulay
Independent, Rice University and Independent
Downloads 29 (581,074)
Citation 16

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institutional theory, diffusion, total quality management (TQM), quality circles

83.

Friends and Family: How In-Group Focused Promotions Can Increase Purchase

Customer Needs and Solutions, 1 (4), 333-344, 2014
Number of pages: 37 Posted: 03 Jan 2015
Pennsylvania State University - Mary Jean and Frank P. Smeal College of Business Administration, Rice University and University of Pittsburgh
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sales promotions, self-construal, interdependence, in-group, brand personality

84.

Publish and Prosper: The Financial Impact of Publishing by Marketing Faculty

Marketing Science. 27(3), May-June 2008, 430-442
Number of pages: 13 Posted: 19 Oct 2013
Vikas Mittal, Lawrence Feick and Feisal Murshed
Rice University, University of Pittsburgh and Towson University
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Citation 1

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research; financial impact; salary; publication

85.

The Role of Issue Valence and Issue Capability in Determining Effort Investment

Vikas Mittal, William T. Ross, & Michael Tsiros. (2002) "The role of issue valence and issue capability in determining effort investment." Journal of Marketing Research, 39(4): 455-468.
Number of pages: 15 Posted: 26 Oct 2013
Vikas Mittal, William T. Ross and Michael Tsiros
Rice University, Pennsylvania State University - Department of Marketing and University of Miami - Department of Marketing
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issue valence, issue capability, upside potential, risk taking

86.

The Attractiveness of Enriched and Impoverished Options: Culture, Self-Construal, and Regulatory Focus

Personality and Social Psychology Bulletin, 33(4), April 2007, 588-598
Number of pages: 12 Posted: 20 Oct 2013
Yinlong Zhang and Vikas Mittal
University of Texas at San Antonio and Rice University
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cultural orientation; self-construal; regulatory focus; option attractiveness

87.

Learning and Using Electronic Information Products and Services: A Field Study

Vikas Mittal and Mohanbir S. Sawhney, (2001) "Learning and Using Electronic Information Productsw and Services: A Field Study". Journal of Interactive Marketing, 15(1).
Number of pages: 11 Posted: 26 Oct 2013
Vikas Mittal and Mohanbir Sawhney
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EIPS, initial learning experience, content-based knowledge, process-based knowledge

88.

Late-Life Mental Health Education for Workforce Development: Brain versus Heart

Rosen, Jules, Emily Stiehl, Vikas Mittal, Debra Fox, John Hennon, Dilip Jeste, & Charles F. Reynolds III. (2012). "Late-life mental health education for workforce development: Brain vs. Heart." American Journal of Geriatric Psychiatry, 21(1), 1164-1167
Number of pages: 4 Posted: 25 Oct 2013
University of Pittsburgh - School of Medicine, University of Pittsburgh - Katz Graduate School of Business, Rice University, Independent, Independent, University of California, San Diego (UCSD) and University of Pittsburgh - Graduate School of Public Health
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geriatric education, late-life mental health education, workforce development

89.

Weather, Affect, and Preference for Hedonic Products: The Moderating Role of Gender

Posted: 18 Sep 2017 Last Revised: 22 Apr 2020
Rahul Govind, Nitika Garg and Vikas Mittal
UNSW Business School, University of New South Wales (UNSW) and Rice University

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Weather, Affect, Hedonic Consumption, Gender

90.

The Effect of Decision Risk and Project Stage on Escalation of Commitment

He, Xin and Vikas Mittal. (2007). "The effect of decision risk and project stage on escalation of commitment." Organizational Behavior and Human Decision Processes, 103, July, 225-237.
Posted: 23 Oct 2013 Last Revised: 01 Nov 2013
Xin He and Vikas Mittal
University of Central Florida and Rice University

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Escalation of commitment; Decision risk; Project stage; Project information; Project completion; Risk taking; Sunk cost

91.

The Right Way to Manage Unprofitable Customers

Harvard Business Review, Vol. 86, No. 4, 2008
Posted: 20 Oct 2013
Rice University, Pennsylvania State University - Great Valley School of Graduate Professional StudiesPennsylvania State University - Great Valley School of Graduate Professional Studies and Towson University

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Customer Relations, Management, Disinvestment, Business-To-Business Transactions, Business-To-Consumer Transactions, Strategic Planning, Profitability, Customer Lifetime Value, Marketing Strategy, Relationship Marketing, Business Planning, Customer Orientation, Market Orientation

Other Papers (2)

Total Downloads: 254
1.

Research Insights and the Halliburton-Baker Hughes Merger

“RESEARCH INSIGHTS AND THE Halliburton-Baker Hughes Merger,” Yvonne Taylor, Gustavo Grullon and Vikas Mittal, Jones Journal, Spring, 2015, 30-33.
Number of pages: 4 Posted: 29 Apr 2015
Gustavo Grullon, Vikas Mittal and M. Yvonne Taylor
Rice University - Jesse H. Jones Graduate School of Business, Rice University and University of Texas at Austin
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2.

Customer-Based Strategies for Raising Prices

Number of pages: 4 Posted: 03 Jan 2017
Vikas Mittal
Rice University
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prices, satisfaction, identity, customer-based