The success of the Internet retailer Amazon.com depends on its providing high-quality customer service. Amazon.com’s customer service operations consist of internally and externally managed contact centers. Amazon.com must size its contact centers appropriately, deciding about hiring and training at internally managed centers, and the volume of voice calls and e-mail messages to allocate to ext...

Mobile marketing, which involves twoor multi-way communication and promotion of an offer between a firm and its customers using the mobile, a term that refers to themobilemedium, device, channel, or technology, is growing in importance in the retailing environment. It has the potential to change the paradigm of retailing from one based on consumers entering the retailing environment to retailer...

In this paper, a model is developed to determine retailer's inventory policy under two-level trade credit system. It is assumed that the retailer has a powerful position so that he can obtain the full trade credit offered by supplier whereas customer can obtain just the partial trade credit from the retailer. The proposed model also allows fully backlogged shortages. This robust Mathematical mo...

Communication and promotion decisions form the heart of retailer customer experience management strategy. In this review paper, we address two key questions from a retailer’s perspective: (1) what have we learned from prior research about promotion, advertising, and other forms of communication and (2) what major issues should future research in this area address. In addressing these questions,...

In automobile and household appliances, the manufacturer’s decision to offer retailer rebates retailers or delayed incentives directly end customers is very important. Under game theoretic environment, we show that incentive an important tool not only for price discrimination but it also provides more flexibility manufacturer. We differentiate impact of rebates. draw implications optimal rebate...

In this study, the authors examine the effects of C2C online store characteristics on customer satisfaction. Drawing on the equity theory, they investigate the way retailer reputation and price impact the relationship between customers’ perceptions of justice and the satisfaction towards service recovery. To test the study hypotheses, two 2×2×2 between-subjects factorial experiments were conduc...

In this work, we consider a retailer selling a single product with limited on-hand inventory over a finite selling season. Customer demand arrives according to a Poisson process, the rate of which is influenced by a single action taken by the retailer (such as price adjustment, sales commission, advertisement intensity, etc.). The relation between the action and the demand rate is not known in ...

We consider a two echelon supply chain: a single retailer holds a finished goods inventory to meet an i.i.d. customer demand, and a single manufacturer produces the retailer’s replenishment orders on a make-to-order basis. In this setting the retailer’s order decision has a direct impact on the manufacturer’s production. It is a well known phenomenon that inventory control policies at the retai...