“Mere Measurement Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior

In two studies (a longitudinal field experiment with an established business-to-consumer national chain, and a field experiment with a business-to-business software manufacturer), the authors demonstrate that starting a survey with an open-ended positive solicitation increases customer purchase behavior. Study 1, a longitudinal field experiment, shows that one year after the completion of a survey that began by asking customers what went well during their purchase experience, those customers spent 8.25% more than customers who had completed a survey that did not include the positive solicitation. Study 2 utlizes multiple treatment groups to assess the stepwise gains of solicitation, measurement, and solicitation frame. The results demonstrate (1) a mere solicitation effect, (2) a traditional mere measurement effect, and (3) an additional “mere measurement plus” effect of an open-ended positive solicitation; all effects increased customer spending. Specifically, starting a survey with an open-ended positive solicitation resulted in a 32.88% increase in customer spending relative to a survey with no open-ended positive solicitation. The findings suggest that firms can proactively influence the feedback process. Soliciting open-ended positive feedback can create positively biased memories of an experience; the subsequent expression of those memories in an open-ended feedback format further reinforces them, making them more salient and accessible in guiding future purchase behavior.

• 저널Journal of Marketing Research · 54(1) · 156–170
• 토픽Customer Service Quality and Loyalty · Organizational Behavior and Human Resource Management
• DOI10.1509/jmr.14.0232
• 저자Sterling A. Bone, Katherine N. Lemon, Clay M. Voorhees, Katie A. Liljenquist, Paul W. Fombelle, Kristen Bell DeTienne, R. Bruce Money