Negative online reviews can drastically influence consumer behavior and business strategies. Recent attention on the subject demonstrates its importance in marketing literature. Even so, no study quantitatively investigates corpus of This systematically foundational research streams negative to identify influential sources main areas knowledge domain. The employs an integration text mining co-c...

a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative...

A look at how industrial customers make purchase decisions. Understanding why and how customers make purchase decisions is vital to maximizing profitable sales, developing new products, growing companies and developing predic-tive sales models. Many sales managers and salespeople have prescribed rules of thumb or rubrics that detect and analyze " buying signals, " but these are rarely tested an...

This paper studies the conflicts and complementarities between traditional marketing channels, such as a catalog, and the Internet channel. Two effects are modeled: a potential conflict due to substitution between channels, and a potential complementarity, due to increased overall awareness of the company’s products. A large-scale field experiment was conducted with a retailer of apparel and ou...

In many firms, incentivized salespeople with private information about their customers are responsible for customer relationship management (CRM). Private information can help the firm by increasing sales efficiency, but it can also hurt the firm if salespeople use it to maximize own compensation at the expense of the firm. Specifically, we consider two negative outcomes due to private informat...

Organizations have used Customer Lifetime Value (CLV) as an appropriate pattern to classify their customers. Data mining techniques have enabled organizations to analyze their customers’ behaviors more quantitatively. This research has been carried out to cluster customers based on factors of CLV model including length, recency, frequency, and monetary (LRFM) through data mining. Based on LRFM,...

Trade-in remanufacturing is a commonly adopted business practice under which firms collect used products for remanufacturing by allowing repeat customers to trade in used products for upgraded ones at a discount price. This paper studies how customer purchasing behavior and remanufacturing efficiency affect the economic and environmental values of such a business practice. We demonstrate a new ...