Contact:
Timothy Keiningham
tim.keiningham@ipsos-na.com
973.658.1719
NEW YORK, February 16 - Managing Service Quality (MSQ) journal has just announced that two of its biggest awards, Outstanding Paper and Highly Commended Paper, have been awarded to articles co-authored by Ipsos researchers and faculty from three universities, including Vanderbilt Owen Graduate School of Management in Nashville TN. The articles were deemed to have made significant contributions to theory and best practices in the services industry.
The article receiving Outstanding Paper (Best Paper) was “A Longitudinal Examination of the Asymmetric Impact of Employee and Customer Satisfaction on Retail Sales.” Its authors were Timothy Keiningham and Ken Peterson (Ipsos Loyalty), Bruce Cooil (Vanderbilt University), Lerzan Aksoy (Koç University), and Terry Vavra (Terry Vavra Associates). One of the key findings of this research was that for companies to benefit financially from improved employee satisfaction, managers must not only achieve consistent levels of satisfaction, they must also achieve performance thresholds that correspond to increased sales.
MSQ awarded “Call Center Satisfaction and Customer Retention in a Co-branded Service Context” a Highly Commended Paper distinction, meaning that it was a finalist for the Outstanding Paper award. This article was written by Timothy Keiningham and Barry Wahren (Ipsos Loyalty), Bruce Cooil (Vanderbilt University), Lerzan Aksoy (Koç University), and Tor Wallin Andreassen (Norweigen School of Management). This paper showed that there is a potential downside to co-branding in that customers may leave the primary brand if customers are dissatisfied with the co-brand partner.
Keiningham, Ipsos Loyalty Senior Vice President earned his MBA from the Vanderbilt Owen Graduate School of Management in 1989. Bruce Cooil, a Professor of Management at the Owen School, conducts research and teaches in the areas of statistics, marketing and health care.
Of the awards, Ipsos Loyalty Senior Vice President Timothy Keiningham commented, “We are honored, and view these awards as great distinctions. It is particularly gratifying to know that our work is contributing to both the science and practice of management.” Keiningham praised the experience of working with MSQ, and called the journal’s mandate “inspiring and thought-provoking.”
Copies of the articles can be found at: www.ipsos-ideas.com.
