Venkatesh Shankar
Texas A&M University
142 Papers
1K Citations
Venkatesh Shankar is an academic researcher from Texas A&M University. The author has contributed to research in topics: Price dispersion & Marketing management. The author has an hindex of 55, co-authored 139 publications. Previous affiliations of Venkatesh Shankar include University of Maryland, College Park.
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Papers
Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context:
TL;DR: In this paper, the authors extend prior research by developing a conceptual framework linking all of these constructs in a business-to-business (B2B) service setting, and they hypothesize that customer satisfaction mediates the relationship between customer value and customer loyalty, and customer satisfaction and loyalty have significant reciprocal effects on each other.
2K
Customer satisfaction and loyalty in online and offline environments
TL;DR: In this paper, the authors propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalties.
1.8K
Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study
TL;DR: In this article, the authors developed a conceptual model that links Web site and consumer characteristics, online trust, and behavioral intent, and estimated this model on data from 6831 consumers across 25 sites from eight Web site categories, using structural equation analysis with a priori and post hoc segmentation.
Challenges and opportunities in multichannel customer management
Scott A. Neslin,Dhruv Grewal,Robert Leghorn,Venkatesh Shankar,Marije L. Teerling,Jacquelyn S. Thomas,Peter C. Verhoef +6 more
TL;DR: Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through ef... as discussed by the authors.
Transforming the Customer Experience Through New Technologies
TL;DR: A fresh typology of new technologies powered by AI is offered and a new framework for understanding the role of new technology on the customer/shopper journey is proposed to create experiential value.
648