Roland T. Rust
University of Maryland, College Park
170 Papers
3.3K Citations
Roland T. Rust is an academic researcher from University of Maryland, College Park. The author has contributed to research in topics: Customer retention & Service (business). The author has an hindex of 69, co-authored 166 publications. Previous affiliations of Roland T. Rust include University of Auckland & Vanderbilt University.
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Papers
Customer satisfaction, customer retention, and market share
TL;DR: In this article, a mathematical framework for assessing the value of customer satisfaction is proposed, which enables managers to determine which customer satisfaction elements have the greatest impact, and how much money should be spent to improve particular satisfaction elements.
2.5K
Artificial Intelligence in Service
Ming-Hui Huang,Roland T. Rust +1 more
TL;DR: An important implication from the theory is that analytical skills will become less important, as AI takes over more analytical tasks, giving the “softer” intuitive and empathetic skills even more importance for service employees.
2.2K
Return on Marketing: Using Customer Equity to Focus Marketing Strategy
TL;DR: In this article, the authors present a unified strategic framework that enables competing marketing strategy options to be traded off on the basis of projected financial return, which is operationalized as the change in a firm's customer equity relative to the incremental expenditure necessary to produce the change.
2.2K
Return on quality (ROQ): Making service quality financially accountable
TL;DR: In this article, the authors present the "return on quality" approach, which is based on the assumptions that quality is an investment, quality efforts must be financially accountable, it is possible to spend too much on quality, and not all quality expenditures are equally valid.
1.7K