Ehrenberg-Bass Institute
Dr
Svetlana Bogomolova
Svetlana is a Senior Research Associate at
the Ehrenberg-Bass Institute for Marketing
Science. She has more than 9 years experience
working in the market research industry both in
Australia and internationally.
Svetlana's main area of expertise covers the hot topic of customer defection and lapsed customers 'winback'. In collaboration with a number of service providers she is undertaking extensive research to uncover what happens to customers after they decide to leave the brand. This project includes investigation of post-defection customer brand equity and estimation of the customer 'winback' potential. Svetlana has presented her work at national and international conferences and has published a number of articles in the top marketing journals including the Journal of Business Research and the European Journal of Marketing.
Svetlana's other areas of expertise are service quality and customers satisfaction. Svetlana was awarded Masters of Business (Research) for her work in this area and published an article in the International Journal of Market Research which presented important evidence of the decline in service quality scores as time from the service experience increased.
Through application of her academic discoveries to the commercial market research, Svetlana has provided successful research solutions to clients from a wide range of industries. Her recent projects include an Australia wide brand health study, research into the wealth management market and consumer satisfaction with financial advisors; customer satisfaction with ambulance services, reasons for defection investigation, and a re-branding project for a Government Agency.
To view her publication list, click here.
Svetlana's main area of expertise covers the hot topic of customer defection and lapsed customers 'winback'. In collaboration with a number of service providers she is undertaking extensive research to uncover what happens to customers after they decide to leave the brand. This project includes investigation of post-defection customer brand equity and estimation of the customer 'winback' potential. Svetlana has presented her work at national and international conferences and has published a number of articles in the top marketing journals including the Journal of Business Research and the European Journal of Marketing.
Svetlana's other areas of expertise are service quality and customers satisfaction. Svetlana was awarded Masters of Business (Research) for her work in this area and published an article in the International Journal of Market Research which presented important evidence of the decline in service quality scores as time from the service experience increased.
Through application of her academic discoveries to the commercial market research, Svetlana has provided successful research solutions to clients from a wide range of industries. Her recent projects include an Australia wide brand health study, research into the wealth management market and consumer satisfaction with financial advisors; customer satisfaction with ambulance services, reasons for defection investigation, and a re-branding project for a Government Agency.
To view her publication list, click here.
