We consider a single server Markovian queue with setup times. Whenever this system becomes empty, the server is turned off. Whenever a customer arrives to an empty system, the server begins an exponential setup time to start service again. We assume that arriving customers decide whether to enter the system or balk based on a natural reward-cost structure, which incorporates their desire for se...

Standard methods of understanding customer behavior in marketing allow for differences in sensitivity across consumers, but often assume that the sensitivity of a particular individual is ®xed through time. In many situations, this assumption may not be valid. Both the importance of variables, and the manner that they are combined to form an overall measure of value for an offer, can change. In...

In the real world, exceptional behavior can be seen in many situations such as security-oriented fields. Such behavior is rare and dispersed, while some of them may be associated with significant impact on the society. A typical example is the event September 11. The key feature of the above rare but significant behavior is its high potential to be linked with some significant impact. Identifyi...

Personal selling is thought to be a very effective marketing vehicle. The notion of adaptive selling suggests that it should work better than any other means of communication because salespeople are able to develop a unique message for each customer. This research proposes a model of key antecedents and consequences of adaptive selling. In particular, we distinguish, measure, and model the atti...

Customer retention is a critical issue for the survival of any business in today’s competitive marketplace. In this paper, we propose a dynamic procedure utilizing self-organizing maps and a Markov process for detecting and preventing customer defection that uses data of past and current customer behavior. The basic concept originates from empirical observations that identified that a customer ...

This research aimed to explore the mediating role of customer participation in relation between attitude (CA) and citizenship behavior (CCB) online shopping customers Egypt.

Customer journey maps (CJMs) are used to understand customers’ behavior, and ultimately to better serve them. This new approach is used in numerous disciplines for different purposes. As a response, several software applications have emerged. Although they provide interfaces to understand CJMs, they lack measures to assist in decision making. We contribute by proposing a CJM model. We show its ...

The purpose of this research is to examine the issues that affect customers' behavioral character and purchasing behavior. The study proposes a research hypothesis with independent variables that include social presence, trust, and information asymmetry, and the dependent variable purchase decision making, to explain differentiated customer decision making processes in social commerce (S-commer...