Assistant Professor of Management
Ph.D. in Economics, Johns Hopkins University, 2011.
More than 38 million used vehicles were sold in the U.S. in 2022, with most of those buying decisions ultimately based on price. Guofang Huang asks: What happens when the asking price deviates from the price consumers expect from their online research?
You just got off the phone with a customer service representative at a credit card company. The rep was friendly and helpful, making you feel good about your relationship with the company. A minute later, your phone rings. It's an automated recording asking if you'd like to participate in a survey about your customer service experience. Such surveys are an increasingly common way for companies to measure customer service satisfaction. They want to find out if your customer service experience will help them retain you as a customer.