Richard Staelin
Duke University
123 Papers
890 Citations
Richard Staelin is an academic researcher from Duke University. The author has contributed to research in topics: Marketing science & Marketing management. The author has an hindex of 49, co-authored 121 publications. Previous affiliations of Richard Staelin include National Institutes of Health & Seattle University.
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Papers
A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions:
Abstract: Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a ...
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A Model of Perceived Risk and Intended Risk-handling Activity
TL;DR: In this article, a model of risk perception and its effects on consumers' risk-handling behavior is formulated and empirically tested and it is shown that the intended use of riskhandling activity increases with higher levels of perceived risk.
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An Industry Equilibrium Analysis of Downstream Vertical Integration
TL;DR: It is found that for most specifications product substitutability does influence the equilibrium distribution structure in a duopoly where each manufacturer distributes its goods through a single exclusive retailer, which may be either a franchised outlet or a factory store.
1.2K
A Customer Relationship Management Roadmap: What Is Known, Potential Pitfalls, and Where to Go
TL;DR: In this article, the authors describe how the special section on customer relationship management (CRM) was developed and describe the activities that were designed to promote interactions among marketing academics and practitioners.
979
The Patient Experience and Health Outcomes
TL;DR: Despite criticism of patient-satisfaction measures, patient-experience surveys that are designed and administered appropriately provide robust measures of the quality of health care and offer insight into a dimension that is otherwise difficult to measure objectively.
831