Susan K. Hogan is a member of the behavioral economics team within Deloitte Services LP’s Center for Integrated Research. Prior to joining Deloitte, Hogan taught consumer behavior at both the graduate and undergraduate levels. Her research focuses on customer and business growth, decision processes, and how these issues impact the customer experience and loyalty. Her recent works include Loving the one you’re with: How behavioral factors influence responses to customer rewards and incentives; On the couch: Understanding consumer shopping behavior; Breaking up is hard to do: How behavioral factors effect consumer decisions to stay in in business relationships; and The tail wagging the dog: How retail is changing consumer expectations of the health care patient-provider relationship.
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