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Table 10 Percentage reduction in bias

From: The effect of social media interactions on customer relationship management

Variables Matched sample
Upselling Terminations Service requests
Usage 0.84 0.96 0.95
Purchasing power 0.81 0.83 0.82
Age 0.89 0.93 0.95
Gender 0.99 0.99 0.95
Average 0.88 0.93 0.92
Observations 4154 8330 2916
  1. The differences in observations are a result of the different number of customers with social media interactions up until the first service request, the first upselling event, and the contract termination, respectively. The percentage reduction bias was calculated following Rosenbaum and Rubin (1985); N = 334,111