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Behavioral Segmentation – Customer Experience
Looking for Collaborator

We have a unique dataset of 1600 questionnaires exploring the service experience and the potential link to marketing outcomes, namely customer satisfaction, loyalty intentions, and share-of-category. The dataset also includes information on the influence of competition on share-of-category. We would like to explore different options to analyse the data in terms of the links between potential segments and behaviour, in particular share-of-category. Moreover, we believe that the segments are dynamic in nature, and want to investigate not only how stable they are, but how these dynamics relate to competition. Both existing authors, Professor Phil Klaus from ESCEM, France, and Professor Paul Baines from Cranfield School of Management, UK, have publication records in customer experience and/or market segmentation. We want to invite a researcher with expertise in a specific or related analytical method, Latent Class Cluster Analysis, to join us as a co-author and co-researcher on this project. While researchers with the above expertise from all backgrounds are encouraged to contact us, we particularly welcome researchers with interests in customer experience and/or segmentation.

Please be kind enough to forward a brief resume to dr.philipp.klaus at gmail.com. We are very much looking forward to hearing from you.

Your consideration and assistance are highly appreciated.

Wishing you and your family a Happy New Year.

Yours sincerely

Dr Phil Klaus MBA, MRes
Visiting Fellow
Centre for Strategic Marketing and Sales
Cranfield School of Management CMRI
Cranfield University
Cranfield, Bedford
MK43 0AL
England

E-mail Office: philipp.klaus@cranfield.ac.uk
E-mail Private: dr.philipp.klaus@gmail.com
Tel: +39 (0)3498876196
Fax: +44 (0)1234 752158

 

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