This study aimed at examining the joint impact of regulatory focus and delay type on consumers’ reactions to waits in a restaurant context. Based on both positive and negative utilities of a delay, the current study predicted that promotion-focused people will react more positively toward a delay than prevention-focused people. In addition, previous studies on delay type have generated opposite...

In the tollbooth problem on a tree, we are given a tree T , m customers, each given by a terminal pair si, ti and a budget bi ∈ R+, i = 1, . . . ,m. The objective of the problem is to set non-negative prices to the edges of T in order to maximize the profit obtained by selling the edges to the customers who can afford to buy their path. We give a constant factor approximation algorithm for the ...

Before gaming organizations can initiate efforts to service their customers, they must be able to effectively manage the service encounter. Although every service encounter is not necessarily critical to satisfaction, it is not always obvious which are crucial to the customer and which are not. Using critical incidents reported by gaming customers and employees, this study identifies service en...

We use a controlled field experiment to investigate the dynamic effects of retail advertising. The experimental design overcomes limitations hindering previous investigations of this issue. Our study uncovers dynamic advertising effects that have not been considered in previous literature. We find that current advertising does affect future sales, but surprisingly, the effect is not always posi...

Customer input has become a valuable component of the innovation process. The integration of customer knowledge into the early innovation phase requires special types of customers and methods and entails specific risks according to each stage. This article describes when and how customers can be integrated and how possible negative side effects can be avoided. Relying on intensive desk research...

The authors develop and estimate a conceptual model of how different aspects of customers’ relationships with the brand community influence their intentions and behaviors. The authors describe how identification with the brand community leads to positive consequences, such as greater community engagement, and negative consequences, such as normative community pressure and (ultimately) reactance...

The importance of online ratings on sales is widely acknowledged. Firms need to find ways of increasing the number of ratings and rating scores, but how they can achieve this effectively is less well established. In this paper we analyze the impact of an unconditional gift on customers’ rating behavior in an online field experiment. Contrary to prevalent advice, our results suggest that providi...

This paper identifies and investigates the factors which influence customers decision to use a specific form of mobile banking, and specifically focuses on the evaluation of SMSbased mobile banking in India. Other my study plans to connect the gap of research in the acceptance of mobile banking among the customers. Main challenges are what are the Positive and Negative factors which influence t...

This paper reports on a study exploring social media adoption and use by twelve small businesses. Results indicate that Facebook is the dominant platform used and it can provide small businesses with a virtually cost free and easy way to reach customers. Businesses reported immediate results from using Facebook; customers arrived in store after seeing Facebook posts. Participants felt there wer...

The concept of reneging has been exploited to a great extent in recent past by the queuing modelers. Reneging leads to loss of potential customers. Keeping into mind this negative impact of reneging, a new queuing model has been developed which deals with retention of reneged customers. In this paper, we have developed an M/M/1/N queuing model which deals with retention of reneged customers. Th...