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Leavey School of Business Santa Clara University

Newsmakers

Assistant Professor of OMIS Necati Ertekin Head Shot 2016

Assistant Professor of OMIS Necati Ertekin Head Shot 2016

Necati Ertekin : In-Store Product Exchanges and Their Effect on Customer Satisfaction : RL Magazine.

Professor Necati Ertekin was mentioned in RL Magazine for his paper on in-store product exchanges and their effect on customer satisfaction.

Assistant professor of Information Systems and Business Analytics Necati Ertekin’s paper on in-store product exchanges and their effect on customer satisfaction was mentioned in RL Magazine.

RL Magazine wrote about Ertekin’s paper:
“The study assembles together data from purchase return transaction history and customer satisfaction survey of a national jewelry retailer, which offers a rare opportunity for the researcher to look into what happens in customer’s perception of salesperson competence and selling pressure at the return encounter. The main insight is that convincing the customer to exchange a returned product will induce more future purchases only if she is satisfied with the replacement as well as the return experience.”


Find the full piece on page 36 here »

Learn more about Professor Necati Ertekin »

 

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