Previous studies have found out the positive relationship between customer participation and employee service innovation behavior. In the era of the experience economy, moreover, customer participation is an effective method to solve the lag problem of employee service innovation. Using questionnaire data collected between April and July 2016 from 20 service enterprises in Fuzhou, Xiamen, and Q...

This study used the partial least squares (PLS) approach to examine the effect of corporate reputation on the customer loyalty of the Food and Beverages Industry in Nigeria. The data for this study were collected from the customers in Kano State Nigeria. Out of 250 distributed questionnaires, 212 usable questionnaires were returned. Before examining the effect of corporate reputation on the cus...

Contemporary companies try to build customer relationship management systems based on the customer social relations and behavioral patterns. This is in correspondence with the current trend in marketing that is to move from broadcast marketing operation to a one-to-one marketing. The key issue in this activity is predicting to which products or services a particular customer was likely to respo...

Businesses offering video-on-demand (VoD) and downloadable-CD sales are growing in the Internet. Batching of requests coupled with a one-to-many delivery mechanism such as multicast can increase scalability and efficiency. There is very little insight into pricing such services in a manner that utilizes network and system resources efficiently while also maximizing the expectation of revenue. I...

Customer behavior modeling has been gaining increasing attention in the operations management community. In this paper we review current models of customer behavior in the revenue management and auction literatures and suggest several interesting research directions in this area.

To improve customer satisfaction through prompting waiting time is a key way for a call center. The practice shows that the length of prompted waiting time has an important effect on customer satisfaction and the utility of the call center. Based on queuing theory we develop a maximum system utility optimization model with consideration of customer psychology behavior. First, we study the impac...

The rapidly evolving phenomenon of the World Wide Web and the creation of a new international arena for electronic commerce have expanded the possibilities for the marketing of products and services. The role played by customer behavior in the market-space is still not entirely understood and calls for investigations into the signi®cance of customer attitudes and loyalty. In this article, a mod...