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  • Article

The Impact of Forward-Looking Metrics on Employee Decision-Making: The Case of Customer Lifetime Value
By: Pablo Casas-Arce, Asis Martinez Jerez and V.G. Narayanan
This paper analyzes the effects of forward-looking metrics on employee decision-making. We use data from a bank that started providing branch managers with the customer lifetime value (CLV)—an estimate of the future value of the customer relationship—of mortgage...  View Details
Keywords: Customer Lifetime Value; Forward-looking Metrics; Employees; Decision Making; Information; Customer Value and Value Chain; Banks and Banking; Mortgages; Outcome or Result
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  • 2011
  • Working Paper

The Impact of Forward-Looking Metrics on Employee Decision Making
By: Pablo Casas-Arce, F. Asis Martinez-Jerez and V.G. Narayanan
This paper analyzes the effects of providing forward-looking metrics on employee decision making. We use data from a southern European bank that, in April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage...  View Details
Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Mortgages; Employees; Information; Knowledge Use and Leverage; Service Delivery; Banking Industry; Europe
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  • 2011
  • Other Unpublished Work

The Impact of Forward-Looking Metrics on Employee Decision Making
By: Pablo Casas-Arce, Francisco de Asis Martinez-Jerez and V.G. Narayanan
Keywords: Decision Making; Employees; Measurement and Metrics
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