(1) Problem Definition: We provide guidelines on three fundamental decisions of customer relationship management (CRM) and capacity management for profit-maximizing service firms that serve heterogeneous repeat customers, whose acquisition, retention, and behavior depend on their service access quality to bottleneck capacity: How much to spend on customer acquisition, how much capacity to deplo...

Faced with intense competition, banks have deployed information technology (IT) to serve customers more efficiently and effectively in diverse ways. The challenge bank managers face is in utilizing alternative service channels to win customers and retain competitive advantages. This study investigates the impact of banks’ use of channel mix strategy. We show strong complementarities between tra...

Marketing organizations often design multiple marketing campaigns to meet a variety of objectives. Marketing resources must be allocated carefully across campaigns to minimize conflicts and maximize organizational value (e.g., impact on customer lifetime value). While data-driven analytics has greatly improved the ability to predict the effect of marketing actions on individual customers, such ...

business all around the world uses different approaches to know their customers, segment them and formulate suitable strategies for them. one of these approaches is calculating the value of each customer for the company. in this paper by calculating customer lifetime value (clv) for individual customers of an online toy store named alakdolak, three customer segments are extracted. the level of ...

The value co-creation has gained much attention in sales research, but less is known about how salespeople and customers interact in the authentic business to business (B2B) sales meetings. The study presented in this paper empirically contributes to existing research by presenting authentic B2B sales meetings that were video recorded and analyzed using observation and qualitative content analy...

We study how patrons attending a baseball game value different seats in a professional league stadium based on their location and view. Most surprisingly, we find that customers seated in symmetric seats on left and right fields might derive very different valuations from the game. Thus, commonly followed symmetric pricing mechanisms in baseball stadiums might be inefficient from a revenue mana...

The growing number of company projects requires comprehensive management, project portfolio management (PPM), for strategic alignment and efficient use of resources. In parallel, companies face customers demanding higher value, and joint value creation with customers is considered a key success factor in the future. Project portfolios delivering products and services for customers implicate a l...

this research offers a comprehensive model to investigate the relationships between services quality, hedonic affect, perceived value and behavioral intentions. the purpose of this study is to build a broader understanding of the determinants of customer satisfaction and behavioral intentions throughout the restaurant services by incorporating the perceptions of hedonic affect in service delive...

Industrial buyer-seller relationships are frequently characterized by the fact that the seller and/or the buyer have to dedicate specific up-front investments to the relationship. Marketing research analyzes these relationships on the basis of Transaction Cost Economics (TCE). TCE highlights the risk of hold-up which arises after specific investments are dedicated. However, exogenous uncertaint...

Attracting new customers and retaining existing users are critical for the success of new information systems such as mobile data services (MDS). Thus, it is important to understand the formation process of behavior toward MDS at different stages. However, relative little attention has been paid to the differences in the determinants of behavior toward MDS between potential adopters and experie...