Winning your customers’ minds and hearts: Disentangling the effects of lock-in and affective customer experience on retention

Abstract Building barriers to lock in customers and improving the affective customer experience are two key strategies employed by firms to enhance customer retention. Although pursuing the same goal, these strategies work differently: the former relies more on a calculative, cost–benefit approach to the exchange, while the latter promotes affective aspects of the relationship. Integrating experiential learning theory with social exchange theory, we provide a conceptual framework to understand the impact of lock-in and affective customer experience on customer retention, and the moderating role of relationship depth. Using a comprehensive data set for a sample of 13,761 customers covering all firms in one telecom market for two different services, we empirically test the framework via multinomial logit modeling. The results offer novel insights into the interplay between the two strategies. For poor affective customer experience (i.e., a score below five on a 0–10 scale), lock-in helps firms reduce customer churn (between 49.03% and 47.86%). However, the impact of lock-in decreases when affective customer experience improves and turns to be insignificant once the experience reaches the “acceptable level” (i.e., a score above seven on a 0–10 scale). Importantly, the separate and joint effects of the two strategies are stronger when there is a low relationship depth, and weaker when heavy relationships are established. The findings offer useful practical advice to manage these strategies in an efficient and optimal way

The application of the Boolean Stochastic Generation Method to model seepage under levees in heterogeneous soils

Soil heterogeneity plays an important role in incrementing the uncertainty about the reliability of geotechnical engineering works, especially levees. The presence of thin layers of soils more permeable than the surrounding matrix significantly changes the seepage flow net below and within the dike. However, the detection of these layers is extremely difficult. Consequently, to evaluate the overall safety of dikes it may be useful to adopt stochastic computation methods. The paper presents the calibration of a seepage model of an operational river embankment subject to sand boils. The levee, located along the Adige River (South Tyrol, Italy), has been monitored since 2016. Piezometers and spot temperature sensors are installed in the lateral banks while a distributed fiber optic sensors (FOS), buried in a 350 m long trench at the toe of the levee, is used to check temperature distribution in the subground. The Boolean Stochastic Generation (BoSG) method addresses the influence of layers of material with different properties with respect of the surrounding soil. 360 soil configurations were generated for a two-dimensional groundwater flow model of the levee and confronted with the monitoring data of two piezometers. This analysis permits to identify the configuration that has effects more congruent with piezometers data, which in this case is a configuration with a major presence of lenses on the waterside respect the field-side. This evidence could guide strategies for remedial works

Revisiting the Simplicity Constraints and Coherent Intertwiners

In the context of loop quantum gravity and spinfoam models, the simplicity constraints are essential in that they allow to write general relativity as a constrained topological BF theory. In this work, we apply the recently developed U(N) framework for SU(2) intertwiners to the issue of imposing the simplicity constraints to spin network states. More particularly, we focus on solving them on individual intertwiners in the 4d Euclidean theory. We review the standard way of solving the simplicity constraints using coherent intertwiners and we explain how these fit within the U(N) framework. Then we show how these constraints can be written as a closed u(N) algebra and we propose a set of U(N) coherent states that solves all the simplicity constraints weakly for an arbitrary Immirzi parameter.Comment: 28 page

Luminescent acetylthiol derivative tripodal osmium(II) and iridium(III) complexes: Spectroscopy in solution and on surfaces

Luminescent Os(II) and Ir(III) complexes containing a tripodal-type structure terminalized with three thiol derivatives are described. The tripod is introduced through derivatization, with a rigid spacer, of a phenanthroline ligand coordinated to the metal ion, and the entire structure possesses axial geometry. The geometry of the complexes combined with the three anchoring sites, the thiol groups, allows the complexes to adopt an almost perpendicular arrangement to the surfaces and the formation of a well-packed monolayer on Au substrates. The photophysical and electrochemical behavior of the complexes is studied in solution and on surfaces. Furthermore, a self-assembled monolayer (SAM) of Os(II) complexes on an ultraflat Au surface is used to fabricate a metal-molecule-metal junction with Au and In Ga eutectic as electrodes. The Os(II) SAM in the tunneling junction exhibits rectification behavior which is opposite in direction to that which we have previously shown for Ru(II) SAM

Luminescent acetylthiol derivative tripodal osmium(II) and iridium(III) complexes: Spectroscopy in solution and on surfaces

Luminescent Os(II) and Ir(III) complexes containing a tripodal-type structure terminalized with three thiol derivatives are described. The tripod is introduced through derivatization, with a rigid spacer, of a phenanthroline ligand coordinated to the metal ion, and the entire structure possesses axial geometry. The geometry of the complexes combined with the three anchoring sites, the thiol groups, allows the complexes to adopt an almost perpendicular arrangement to the surfaces and the formation of a well-packed monolayer on Au substrates. The photophysical and electrochemical behavior of the complexes is studied in solution and on surfaces. Furthermore, a self-assembled monolayer (SAM) of Os(II) complexes on an ultraflat Au surface is used to fabricate a metal–molecule–metal junction with Au and In Ga eutectic as electrodes. The Os(II) SAM in the tunneling junction exhibits rectification behavior which is opposite in direction to that which we have previously shown for Ru(II) SAMs.Chemistry and Chemical Biolog

Therapeutic Exercise and Pain Neurophysiology Education in Female Patients with Fibromyalgia Syndrome: A Feasibility Study

Background: We compared the effects of therapeutic exercise (TE) combined with pain neurophysiology education (PNE) to those of TE in isolation on pain intensity, general fibromyalgia impact, mechanical pain sensitivity, pain catastrophizing, psychological distress and quality of life in women with fibromyalgia syndrome (FMS). Methods: A feasibility study with a 3 month follow-up was designed. Thirty-two patients with FMS were randomly assigned to PNE + TE group (n = 16) or to TE group (n = 16). Both groups received 30 sessions of TE (3 per week), and the PNE + TE group received eight face-to-face educational sessions. The measuring instruments used were the visual analogue scale, a standard pressure algometer, the Revised Fibromyalgia Impact Questionnaire, the Pain Catastrophizing Scale, the Hospital Anxiety and Depression Scale and the Health Assessment Questionnaire. Results: The PNE + TE group showed a statistically significant decrease on pain intensity compared to TE group at short term (p = 0.015). No between-groups differences were found for mechanical pain sensitivity, general fibromyalgia impact, pain catastrophizing, psychological distress or quality of life (p > 0.05). Conclusions: The combination of PNE and TE was more effective than TE for reducing pain intensity in the short-term. No differences were found for psychological distress, pain catastrophizing and quality of life after the intervention or at 3 months of follow-up