Advances in information technology increasingly allow firms to identify expensive, high-cost customers, who are not only individually less profitable for firms but also raise the average marginal cost incurred by firms and thus impose a negative externality on inexpensive customers. Should competing firms share information that identifies such customers? The answer to this question has importan...

Advances in information technology increasingly allow firms to identify expensive, high-cost customers, who are not only individually less profitable for firms but also raise the average marginal cost incurred by firms and thus impose a negative externality on inexpensive customers. Should competing firms share information that identifies such customers? The answer to this question has importan...

Abstract This paper analyses how financially included adults might become unbanked again. Agents of financial inclusion incorporate economic and social constraints in the delivery formal services. These limit ability poor banked to use basic services fullest. The affect agents positively customers negatively up a point where marginal benefit being is negative for customers. When using becomes n...

Service failures are common. Consequently, firms must be prepared to recover and learn from service failures. Yet, the majority of customers are still dissatisfied with the way firms resolve their complaints. This is quite remarkable for several reasons. First, successful service recovery can turn angry, frustrated customers into loyal customers. Second, it costs more to recruit a new customer ...

The arrival of a negative customer to a queueing system causes one ordinary customer to be removed (or killed) if any is present. The arrival of a disaster, on the other hand, kills all the customers in the system if any. In this paper, we extend the queueing theory on negative arrivals and disasters to the discrete-time Geo=Geo=1 queueing system. Speci2cally, we 2nd the ergodicity condition an...

3 COPA, Department of Industrial Engineering, Universidad de los Andes, Bogota, Colombia {amedagli, nvelasco}@uniandes.edu.co In the truck and trailer problem (TTRP), raised for instance by milk collection in rural areas, a heterogeneous fleet composed of mt trucks and mr trailers (mr < mt) serves a set of customers N = {1, 2, ..., n} from a main depot, denoted as node 0. Each customer i ∈N h...

Employees sometimes engage in uncivil behavior in the workplace. We ask (a) How commonly do customers witness an employee behaving uncivilly? (b) What negative effects does customers’ witnessing of an employee’s uncivil behavior have on customers and firms? (c) Why do these effects occur? The results of three studies suggest that it is not uncommon for customers to witness an employee behaving ...

this essay proposes results of three investigations on satisfaction of industry & mine bank&apos;s customers. this research rendered yearly and pursues following purposes: attainment to resolution for increasing customers&apos; satisfaction, knowing of customers&apos; attitudes on bank employees, customers&apos; judgment on regularities of bank, measuring customers&apos; satisfaction, knowing o...