The growth of the e-commerce sector has highlighted the importance of shipping fees. We empirically study the effects of shipping fees and marketing activities on customer acquisition, customer retention, and average expenditures using data from an online grocer. We find that shipping fees greatly influence order incidence rates and graduated shipping fees significantly affect average expenditu...

competition intensity in market place and perceived importance of customer retention for organizations has inclined them to develop and maintain enduring relation with customers. according to marketing scholars, relationship marketing is the best strategy for doing so. in this article the contribution of relationship marketing underpinnings namely, commitment, trust, communication, and conflict...

Personalization is a strategic tool for product or service differentiation, especially when competition is keen in the market. Many personalization strategies have been developed and realized with this in mind. Little is known about the impact of different personalization strategies, regarding different personalization dimensions on customer retention, however. This has resulted in a lack of co...

Creating and maintaining a competitive and long-term sustainable e-commerce channel obligates attention to business process "stickiness, ." The contention for new Internet customers and retention of existing ones has culminated in the reuse of stickiness, a recycled marketing expression, as the mechanism for assessing and boosting customer retention. This Such a "threshold" is primarily created...

More and more literatures have researched the application of data mining technology in customer segmentation, and achieved sound effects. One of the key purposes of customer segmentation is customer retention. But the application of single data mining technology mentioned in previous literatures is unable to identify customer churn trend for adopting different actions on customer retention. Thi...

Nowadays, customers have become more interested in the quality of service (QoS) that organizations can provide them. Services provided by different vendors are not highly distinguished which increases competition between organizations to maintain and increase their QoS. Customer Relationship Management systems are used to enable organizations to acquire new customers, establish a continuous rel...

Many U.S. restaurants have recently adopted no-tipping policies or are considering doing so. This study examines the effects of such moves away from tipping on restaurant’s online customer ratings. The results indicate that (i) restaurants receive lower online customer ratings when they eliminate tipping, (ii) online customer ratings decline more when tipping is replaced with service-charges th...