Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains in other countries e.g. the Scandinavian countries. This development will demand even more focus on cu...

The aim of this study was to represent effective componentsin demand chain which help organizations attain high performance levelsthrough identification of these components and determining theirdegree of importance. The following questions were major ideas of thisstudy: what are the most effective components in demand chain? Andhow are they effective on organizational performance? To this end,m...

Increasing significance of the online consumer-to-consumer (C-2-C) auction market has amplified the need for buyers and sellers to engage in transactions with anonymous counterparts. The sequence of paying first and then taking delivery, introduces a great amount of risk for potential buyers. In order to mitigate this risk, online auction markets (OAMs) are employing an assortment of governance...

Despite widespread use, there is a void in our understanding of why, when, and how customers use service guarantees to evaluate service firms. Most previous research has focused on the effects of service guarantees prior to purchase, ignoring their beneficial effects on customer evaluations after the service has been experienced. This paper develops three conceptual frameworks that elaborate th...

In global manufacturing a paradigm shift from “make-to-stock” to “make-to-order” can be observed. This shift calls for new logistics strategies. Logistics should not focus exclusively on the efficiency of the distribution system. Beyond, it is important to integrate the order process into the logistics strategy. Our vision in writing this paper is an integrated fulfilment process from customer ...

Many firms increasingly offer community venues to their customers to facilitate social interactions amongst them. Prior studies have shown that community participants have high engagement and loyalty toward the firm, and provide useful feedback and referrals. However, it is not clear whether community participants are the firm’s fans to begin with and self-select themselves into the community, ...

Although revenue management (RM) originates from service industries, its ideas are also relevant for manufacturing environment. In this paper, we consider RM approaches for demand fulfillment in a make-to-stock (MTS) production system with known exogenous replenishments and stochastic demand from multiple customer classes. We propose a safety margin model which borrows the “safety stock” idea f...

As the oldest academic journal in marketing, Journal of Retailing publishes research dealing with all sorts of B2B and B2C retailing-related topics. However, there appears to be a perception that Journal of Retailing welcomes only research pertaining to B2C issues. In this article, we debunk that perception through an analysis of the content of Journal of Retailing articles published during the...

in this paper we introduced a new priority rule algorithm in human queues. the suggested method is applicable in human lines with different demands (serving times) for different customers. in this method, the waiting time for each customer is related to the volume of demand. a common example of such a system is a bakery line. the usual priority rule algorithm in this kind of queue is first-in-f...

customer activity has received more attention due to the increase of social network applications. moreover, customer activity could be an answer to the research debate about the significant relationship between retention rate and lifetime profitability of customers. several researchers believe that an increase in the retention rate of customers may enhance their customer lifetime value (clv), o...