Wharton Customer Analytics

Research Opportunities

(Closed for Submission)

Customer & Employee Satisfaction in Repeat Retail Transactions

Wharton Customer Analytics is pleased to announce a truly unique and comprehensive new dataset from the Hertz Corporation, a world leader in retail rental cars and equipment. This dataset includes employee engagement surveys linked to Hertz locations in the US and Canada, transactions of rental cars in those locations, and customer satisfaction surveys for those transactions. All of this data is longitudinal over a 2-year window, providing opportunities for research from a variety of different angles. Studies of organizational behavior, customer loyalty & engagement, geographic retail transactions, upselling/add-on behavior, and customer segmentation are all possible in this rich and detailed dataset. The data includes:

  • over 68,000 responses to a semi-annual employee engagement survey
  • over 3,000 rental locations in US and Canada, all uniquely identified across data
  • over 900,000 responses to a post-transaction customer satisfaction survey with detailed transaction data for the corresponding rental, distributed over the 2 year window
  • 2-year transaction histories for more than 25% of the customers (9.8 million transactions)

Hertz encourages research proposals that use this data to understand the interplay of employee engagement, customer satisfaction, and customer purchase behavior (e.g. repeat purchase, “add-on” purchases, and/or willingness to pay a higher price); in addition to the dynamic interplay of airport and off-airport rental transactions. Proposals for modeling, forecasting, or predicting customer/employee behavior are welcome, particularly practical, cutting-edge, and operationalizable solutions.

Research Teams

GRANTEES OF THE HERTZ DATA:

A MANAGEMENT PERFORMANCE SYSTEM THAT MEASURES, COMPARES AND EXPLAINS PERFORMANCE IN COMPANIES WITH NUMEROUS BUSINESS UNITS

Udo Rauber, Goethe University Frankfurt
Shuba Srinivasan, School of Management, Boston University
Bernd Skiera, Goethe University Frankfurt

FEEDBACK DYNAMICS IN CAR RENTAL SALES: MODELING INTER-LINKAGES BETWEEN EMPLOYEE ENGAGEMENT, PRODUCTIVITY AND CUSTOMER LOYALTY

Ahmed Khwaja, Yale School of Management
Nathan Yang, Yale School of Management

DELIGHTFUL OR DEPENDABLE? VARIABILITY OF CUSTOMER EXPERIENCES AS A PREDICTOR OF CUSTOMER VALUE

Yanliu Huang, LeBow College of Business, Drexel University
George Knox, LeBow College of Business, Drexel University
Daniel Korschun, LeBow College of Business, Drexel University

DOES EMPLOYEE ENGAGEMENT LEAD TO HIGHER CUSTOMER SATISFACTION AND SPENDING?

Anocha Aribarg, Ross School of Business, University of Michigan
Jihoon Cho, Ross School of Business, University of Michigan
Puneet Manchanda, Ross School of Business, University of Michigan

HOW DYNAMIC CUSTOMER SATISFACTION AND EMPLOYEE SATISFACTION SHAPE FIRM PERFORMANCE?

Liwu Hsu, University of Alabama in Huntsville
Timothy D. Landry, University of Alabama in Huntsville
Elten D. Briggs, University of Texas at Arlington

IMPROVING SALES THROUGH INVESTMENT IN RESOURCES: EXAMINING ACCUMULATION EFFECTS OF EMPLOYEE ENGAGEMENT ON SALES OUTCOMES

Jonathon Halbesleben, University of Alabama
Adam Rapp, University of Alabama
Matthew R. Leon, University of Alabama
James M. Andzulis, University of Alabama

IS ENTHUSIASM CONTAGIOUS? HOW MANAGERIAL ATTITUDES AND CUSTOMER ATTITUDES AND BEHAVIOR AFFECT EMPLOYEE ENGAGEMENT (AND VICE VERSA)

Mindy E. Bergman, Texas A&M University
Xiaohong Xu, Texas A&M
Justin K. Benzer, Boston University

MODELING THE IMPACT OF RESERVATION TIME ON UPSELLING: WHEN TO OFFER UPGRADING, TO WHICH CUSTOMERS

Hubert Gatignon, INSEAD
Dai Yao, INSEAD
Haiyang Yang, INSEAD

NO RESPONSE IS ALSO A RESPONSE: PREDICTING RETAIL TRANSACTIONS BASED ON CUSTOMER AND EMPLOYEE SATISFACTION SURVEYS

Yi Qian, Kellogg School of Management, Northwestern University
Ulf Bockenholt, Kellogg School of Management, Northwestern University

COMPETITION, CUSTOMER SATISFACTION AND THE VALUE OF THE CUSTOMERS: A DYNAMIC APPROACH

Jian Ni, Johns Hopkins University
Qiaowei Shen, University of Pennsylvania
Ting Zhu, University of British Columbia

Disclaimer

The Research Opportunity webinars are posted here for a research-focused audience and should not be quoted, paraphrased or otherwise utilized without written permission of WCA. Any media inquiries or requests for quotes about the projects should be directed to wca-research@wharton.upenn.edu.