Competition in the service industry is intense. To deliver value-added services, more companies are focusing on consumers as a powerful means of establishing firm performance through dialog, participation, and engagement. However, scant research has been conducted to examine whether customer value co-creation can boost brand equity, particularly among SMEs. To address these shortcomings in the ...

A ring-model of vicious cycles in customer-employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading service behavior. Confronted with such degrading service behavior, customers react defensively as well,...

The rise and development of O2O e-commerce has brought new opportunities for the enterprise, and also proposed the new challenge to the traditional electronic commerce. The formation process of customer loyalty of O2O e-commerce environment is a complex psychological process. This paper will combine the characteristics of O2O e-commerce, customer's consumer psychology and consumer behavior char...

This paper considers a seat inventory control problem in which flights depart sequentially and passengers purchase available seats depending on customer choice behavior. Customer choice behavior can lead to either a horizontal shift or a booking loss when a desired fare class is unavailable. This problem is mathematically challenging and intractable via exact mathematical models. As an alternat...

Market share and quality, or customer satisfaction, go hand in hand. Yet it is hard to find in the literature a clear formal statement to the effect that higher market share indicates higher quality. Indeed, such an inference would need detailed information about customer behavior. Moreover, even when that data is available, the validity of the inference is cast in doubt by common modes of beha...

In customer relationship management (CRM), ad hoc rules are often employed to judge whether customers are active in a “non-contractual” setting. For example, a customer is considered to have dropped out if he or she has not made purchase for over three months. However, for customers with a long interpurchase time, this three-month time frame would not apply. Hence, when assessing customer attri...

Many companies have no reliable way to determine whether their marketing money has been spent effectively, and their return on investment is often not evaluated in a systematic manner. Thus, a compelling need exists for computational tools that help companies to optimize their marketing strategies. For this purpose, we have developed computational models of customer buying behavior in order to ...

Purpose The purpose of this study is to determine which attribution dimensions concerning dysfunctional othercustomer misbehavior most influence customer dissatisfaction toward a service firm. Design/methodology/approach Our research hypotheses were tested using a 2 (Controllability: controllable versus uncontrollable) 9 2 (Stability: unstable versus stable) 9 2 (Globality: specific versus glob...

It is common that when a stock out occurs at a retailer the customer may go to another retailer. This phenomenon is often referred to as the customer market search. This paper analyzes the one manufacturer two retailer supply chain while considering the customer market search behavior. Game theoretic models are built to investigate the implications of this phenomenon in scenarios where wholesal...

With a unbridled increase in international and domestic forms of business, Customer Relationship Management (CRM) has become one of the matters of concern to the enterprise and the entrepreneurs. CRM takes customer as the center and it enchants a new life to the organization system and optimizes its business process increasing its profitability. In order to help enterprises understand the “Prod...