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Dholakia & Morwitz (2002): Assessing satisfaction with the company increased likelihood of openning new customer accounts and reduced unprofitability of costumers among a financial services firm over a year

Reference:

Dholakia, U. M., & Morwitz, V. G. (2002). The scope and persistence of mere-measurement effects: Evidence from a field study of customer satisfaction measurement. Journal of Consumer Research, 29(2), 159-167.
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Summary:

Customers of a financial services firm were randomized to receive a telephone survey assessing satisfaction with the company; 96% reported being satisfied. As compared to customers not surveyed, this increased the percentage who opened a new account over the next year from 13% to 51%, and reduced unprofitability/customer from $13.80 to $1.20.

Psychological Process:

What Desired Meaning is At Stake?

What is the Person Trying to Understand?

To See the Self as Adequate

How?

Psychological Question Addressed

Did I say I would do it?Did I say I would do it?

Psychological Question Addressed

Did I say I would do it?

Psychological Process 2:

Need

What is the Person Trying to Understand?

What Desired Meaning is At Stake?

What Desired Meaning is At Stake?

What About it?

Approach to Desired Meaning

Approach to Desired Meaning

How?

Psychological Question Addressed

Psychological Question Addressed

Psychological Question Addressed

Psychological Process 3:

Need

What Desired Meaning is At Stake?

Approach to Desired Meaning

How?

Psychological Question Addressed

Psychological Question Addressed

Did I say I would do it?

Social Area:

Intervention Technique:

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Posted By:

Walton & Wilson, 2018