000			01949nab a2200229 a 4500
999			_c199387 _d199387
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040			_aCO-BoUGC _cCO-BoUGC
100	1		_aCasas-Arce, Pablo _9177609
245	1	4	_aThe impact of forward-looking metrics on employee decision-making _bthe case of customer lifetime value _cPablo Casas-Arce, F. Asis Martínez-Jerez & V. G. Narayanan
300			_aPáginas 31 a la 56
520	3		_aThis 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 applicants. The data allow us to gauge the effects of enriching the employees' information set in an environment where explicit incentives and decision rights remained unchanged. On average, customer value increased 5 percent after the metric's introduction. The metric's availability resulted in a significant shift in attention toward more profitable client segments and some improvement in cross-selling. However, the use of CLV did not negatively impact pricing or default risk, as the literature predicts. Finally, branch managers with shorter tenure displayed a stronger response, consistent with information substituting for experience.
650	1	4	_991036 _aContabilidad _vPublicaciones seriadas
650	2	4	_aPronóstico de los negocios _vPublicaciones seriadas _9177610
650	2	4	_aEmpleados _xToma de decisiones _vPublicaciones seriadas _9177611
690			_aCustomer Lifetime Value (CLV) _9177612
700	1		_aMartínez-Jerez, F. Asis _9177613
700	1		_aNarayanan, V. G. _9177614
773	0		_082265 _9377624 _aThe accounting review 2017 V.92 No.3 (May) _o0000002032284 _x0001-4826 (papel) _h26 páginas _nIncluye tablas, figuras, referencias bibliográficas y apéndices
942			_2ddc _cART