RFM stands for Recency, Frequency and Monetary value. RFM analysis is a marketing technique used for analyzing customer behavior such as how recently a customer has purchased (recency), how often the customer purchases (frequency), and how much the customer spends (monetary). It is a useful method to improve customer segmentation by dividing customers into various groups for future personalizat...

The performance of a software system directly influences customer satisfaction. Self-adaptiveness can contribute to this customer satisfaction by (1) taking appropriate measures when the performance becomes critical, e.g., the system load is too high, or (2) scheduling intensive tasks when the load is low. We investigate how self-adaptive systems can use low-level system measurements to charact...

Research on online shopping has taken three broad and divergent approaches viz, human-computer interaction, behavioral, and consumerist approaches to examine online consumer behavior. Assimilating these three approaches, this study proposes an integrated model of online shopping behavior, with four major antecedents influencing online purchase intent: Web site quality, customer concerns in onli...

This study investigates the impact of a channel selection and switching on satisfaction with government services. Specifically, using an archival dataset of telephone surveys administered by U.S. Social Security Administration (SSA) with more than 2,700 respondents, we measure the effect of channel selection (online, in-person, or telephone) and switching (from online to another) on satisfactio...

Customer self-service technologies (SST) have been gaining increasing economic importance given their proliferation in the customer service industry. Self-service kiosks have gradually been replacing traditional service employees and their progress is expected to continue. The growing relevance of SST results in the need for companies to understand why customers are willing to use SST and which...

I the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer dissatisfaction occurs when customers’ ex ante expectations about a product or service exceed ex post perceptio...

Retirement policies often seek to set pensions at levels that enable single and married pensioners to have the same standard of living. The existing literature on consumer equivalence scales provides little assistance to this policy objective as the estimated scales are not very precise and rely on strong and opaque assumptions. This paper proposes an alternative strategy which involves the use...

As a highly customer-sensitive business, retailing is one of the most socially active industries. Nevertheless, when addressing retailers as brands, the retailing literature has failed to account for their unique social orientation, exposing a gap in the literature. This paper utilizes the sociological view of brands to socially construct a conceptual retail brand model from the customer standp...

The aim of this study was to investigate to what degree individual differences in curiosity, personality, self esteem and perceived social support are associated with perceived stress. One hundred customer service employees completed questionnaires collected through an anonymous survey collector website (www.surveymonkey.com). A convenience sample technique was used to collect customer service ...