This paper studies the conflicts and complementarities between traditional marketing channels, such as a catalog, and the Internet channel. Two effects are modeled: a potential conflict due to substitution between channels, and a potential complementarity, due to increased overall awareness of the company’s products. A large-scale field experiment was conducted with a retailer of apparel and ou...

This paper studies the interaction between cost accounting systems and pricing decisions in a setting where a monopolist sells a base product and related support services to customers whose preference for support services is known only to them. The paper considers two pricing mechanisms–Activity-Based Pricing (ABP) and traditional pricing, and two cost-accounting systems–Activity-Based Costing ...

Research in traditional (bricks-and-mortar) services has broadly supported the link between service quality and customer loyalty. Given the significance of customer loyalty for the profitability of eservices, it is important to ascertain whether the established role of service quality as a driver of loyalty in traditional services translates to e-service settings. An important feature which dif...

The traditional reliability of power supply only focuses on the continuity and does not include impact quality customers in assessment. In this paper, we use “the ability grid to provide continuously available customers” as criterion reflect more realistically level perceived by customers. This assessment, which is closer customer’s perspective, can also be used a basis for quality-based pricin...

Within analytical customer relationship management (CRM), customer acquisition models suffer the most from a lack of data quality because the information of potential customers is mostly limited to socio-demographic and lifestyle variables obtained from external data vendors. Particularly in this situation, taking advantage of the spatial correlation between customers can improve the predictive...

With a unbridled increase in international and domestic forms of business, Customer Relationship Management (CRM) has become one of the matters of concern to the enterprise and the entrepreneurs. CRM takes customer as the center and it enchants a new life to the organization system and optimizes its business process increasing its profitability. In order to help enterprises understand the “Prod...

We study how business customers make multi-product purchase decisions and how the distributors who sell those products can make inferences about their demand functions with incomplete information. The problem is that distributors rarely observe a competitor's price directly, and must infer competitor response indirectly from their own observations about customer purchases. In this research we p...

Banks continually claim to supply customer-orientated services. However, banking services are still focused on purely delivering financial products. Customers will usually receive financial products but often no specific solution to their true problem. In that way, customers’ perception of banking services is often far from satisfaction. In addition, important targets of marketing strategy (e.g...

Innovations in technology and service design have increasingly enabled firms to incorporate self-service technology to augment or substitute for " traditional " employee-provided service channels. Although it is clear that self-service can reduce cost, less is known about how customers utilize self-service channels in a multi-channel service delivery system and the resulting impact on firm perf...