In a competitive market, customer decision is made to maximize his utility. It can be assumed that risk of losing a supply chain’s customer can be defined based on products utility from customer point of view. This paper takes account of product price and service level as competition criteria. The proposed model is based on non-cooperative game theory, for one-manufacturer and one-retailer supp...

I this paper, we investigate the effectiveness of a firm’s proactive management of customer-to-customer communication. We are particularly interested in understanding how, if at all, the firm should go about effecting meaningful word-of-mouth (WOM) communications. To tackle this problem, we collect data from two sources: (1) we implement a large-scale field test in which a national firm created...

This paper presents an improved method for determining the share of harmonic distortion generated by utility and customer in a distribution system. The method is based on a Norton equivalent circuit to represent the whole system, modeling the customer side with RLC components by using measured voltage and current at the point of common coupling (PCC). The proposed method evaluates the contribut...

Conventional utility theory models customer preferences in terms of actual performance and does not use benchmarks. But empirical work in gap analysis shows that customer preferences clearly depend upon the disparity between performance and some benchmark. To resolve this apparent discrepancy between theory and experiment, this paper shows that a simple reinterpretation of utility makes utility...

Warranty is a powerful implement for marketing strategy that is used by manufacturersand creates satisfaction for consumers by ensuring to compensate for incorrect operation of the product. Warranty serviceresults ina cost named warranty cost for a manufacturer.This cost is a function of warranty policy, regions, and product failures pattern. Since this service coversthe cost of uncertain failu...

Some business practices of service firms have the potential to negatively affect customer demand because they are perceived as unfair. We discuss how fairness concerns can influence customer choice, and propose a conceptualisation embedded in expected utility theory that accounts for fairness judgments. The intended contributions are (1) to advance the literature on customer decision making by ...

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...

This paper examines key drivers of consumers’ intention to continue using business-to-consumer e-commerce services. Multiple theoretical perspectives are synthesized to hypothesize a model of continuance behavior, which is then empirically Ž . Ž . tested using a field survey of online brokerage OLB users. Salient results include: 1 consumers’ continuance intention is determined by their satisfa...

Due to the low cost of searching for alternatives online, it is difficult to increase customer repurchase intention in the business-to-customer context. Relationship marketing (RM) is seen as an important way to foster customer trust, and in turn encourage repurchase intentions, which is consistent with the RM tactics-relational mediator-outcome paradigm in the offline context. Several studies ...

This paper presents an improved method for determining the contribution of harmonic distortion generated by utility and customer at the Point of Common Coupling (PCC) in a distorted power system. For this purpose, first the magnitude and phase of voltage and current at the PCC in each frequency are estimated by adaptive Kalman filter. Then the parameters of Thevenin equivalent circuits of load ...