GREAT FALLS, Va., March 4, 2016 /PRNewswire-USNewswire/ -- Rockbridge Associates prides itself on thought leadership, so we are thrilled to announce that Timothy Keiningham, PhD, Chief Strategy and Client Officer at Rockbridge, has been awarded the Journal of Service Management's Robert Johnston Outstanding Paper of the Year for the second year in a row.
Dr. Keiningham received the award for his paper titled "Perceptions are Relative: An Examination of the Relationship between Relative Satisfaction Metrics and Share of Wallet." The paper explores the best approach for linking satisfaction to share of wallet, and provides practical insight into several easy-to-use approaches that researchers and managers can apply to improve the strength of the relationship between satisfaction and share of wallet.
Along with Keiningham, the paper is co-written with a team of academics consisting of Bruce Cooil, Vanderbilt University; Edward C. Malthouse, Northwestern University; Alexander Buoye and Lerzan Aksoy, Fordham University; and Arne De Keyser and Bart Larivière, Ghent University.
"My co-authors and I are thrilled to have received this wonderful show of support for our research from some of the world's leading experts in service research," says Keiningham. "We believed strongly that this research was very important to managers and researchers, particularly given the very weak relationship between commonly used metrics such as customer satisfaction and Net Promoter Score in linking to customers' share of spending. But it is humbling to discover that the leading thinkers in the field believe that your research is worthy of best paper recognition. We could not be more thankful."
A paper winning the Robert Johnston Outstanding Paper award must contribute something new to the body of knowledge; possess excellent structure, presentation and well written text; demonstrate rigor in terms of argument or analysis; have relevance; be up to date in terms of citing the latest/key works in the field; and be within the editorial scope and remit of the journal. The voting is done by the editorial advisory board members, who select one 'best' paper to have appeared in the journal for the year.
Rockbridge President, Gina Woodall, stated "At Rockbridge we understand that building a loyal customer base is foundational to the success of an organization. That is why we are always questioning the status quo – looking for new and better ways to gauge customer experience and loyalty. Tim is at the forefront of our thought leadership in this area. This paper exposes major shortcomings of traditional loyalty research and provides groundbreaking research exploring the best approach for linking satisfaction to what really matters – share of wallet."
The Journal of Service Management focuses on service management research. The journal publishes papers that show a unique and significant contribution to service literature, and provides a communication medium for those working in the service management field irrespective of discipline, functional area, sector or nationality. The journal publishes double-blind reviewed papers that focus on service literature/theory and its applications in practice.
This paper is not the first significant recognition for Timothy Keiningham. He is a multiple award winner for previous research papers and the author of several books on the topic of consumer loyalty and satisfaction, including his most recent New York Times bestseller, The Wallet Allocation Rule.
A copy of the article can be found at:
About Rockbridge Associates, Inc.
Rockbridge is an innovative market research firm that provides research and consulting to Fortune 500 companies in the services and technology sectors, as well as leading associations. Rockbridge was founded in 1992, and has offices in the Washington, DC and New York metro areas. The firm guides clients on strategic areas including customer loyalty, segmentation, branding, and product development. Rockbridge offers a suite of proven solutions, including MaxShare™, the only Wallet Allocation Rule® Certified solution available on the market. www.rockresearch.com
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SOURCE Rockbridge Associates, Inc.