Is it better to keep your current customers loyal or to grow your customer base? Gabelli School marketing professors Alexander Buoye, Yuliya Komarova, Sertan Kabadayi, Mohammad G. Nejad, and Lerzan Aksoy, along with Timothy Keiningham of St. John’s University and …

For the third year in a row, Associate Dean Lerzan Aksoy has been the author of the outstanding paper of the year in the Journal of Service Management. This year’s paper, titled Perceptions are relative: An examination of the relationship …