This paper aims to contribute to current customer satisfaction and retailing literature by conceptualising the relationship between retail image, brand image and whether a congruent relationship between the two influences customer satisfaction. Whilst most literature pertaining to customer satisfaction tends to consider the concept in terms of an independent variable, this paper seeks to explor...

a r t i c l e i n f o Keywords: Informational website Online and offline behavior Decomposition Do customers increase or decrease their spending in response to the introduction of an informational website? To answer this question, this study considers the effects of the introduction and use of an informational website by a large national retailer on offline customer buying behavior. More specif...

M consumer durable retailers often do not advertise their prices and instead ask consumers to call them for prices. It is easy to see that this practice increases the consumers’ cost of learning the prices of products they are considering, yet firms commonly use such practices. Not advertising prices may reduce the firm’s advertising costs, but the strategic effects of doing so are not clear. O...

Less than twenty years ago there was a clear-cut borderline between retailing and banking, but after the deregulation of the financial markets this line is not as evident and definite any longer. In combination with far-reaching innovations and advancements within the field of information technology the deregulation has paved the way for the development and launching of new banking formats. Thi...

Firms have leveraged the Internet in innumerable ways to derive business value from this technology. However, one class of firm that is distinctively dependent on this platform is the online retailer or eTailer. One aspect of this distinctiveness is that eTailers depend on their Web portals to attract customers, engage them in purchase activities, and execute transactions connected with a purch...

As the economy has tightened, retailers have been challenged in recent years to be be more strategic in their planning. They struggle to find answers to: • Who can I consider a loyal customer? • What kind of marketing strategy is most likely to increase sales? • What can customer-purchasing patterns reveal about improving inventory control? • What is the most effective way to manage customer re...

we model a real-world case problem as a price competition model between two leader-follower supply chains that each of them consists of one manufacturer and one retailer. t he manufacturer produces partially differentiated products and sells to market through his retailer. the retailer sells the products of manufacturer to market by adding some values to the product and gains margin as a fracti...

As more retailers evolve into customer-centric and segment-based business, business intelligence (BI) and customer relationship management (CRM) systems are playing a key role in achieving and maintaining competitive advantage. For the past ten years, the authors have had the rare opportunity of observing and interviewing employees and managers of three different management teams at three separ...

Comparing with the traditional store, the online store can keep the track of customers’ purchasing records and personal information. By analyzing these customers’ records, online store can have a better understanding of their customers’ profile and purchasing behavior. In this paper, we define a standard product loyalty status, or SPLS, using customers’purchasing records to evaluate each custom...

A small number of retailers are determining more and more how consumer products are made and sold in the US. As widely reported in the trade press, these dominant retailers are dictating their terms to the manufacturers while other retailers do not enjoy the same leverage. In this study, we make the distinction between a dominant and a weak retailer, and investigate the dominant retailer/manufa...