Dynamic pricing has becoming increasingly prevalent in many industries. One of the main advantages of dynamic pricing is that it helps mitigate the risk associated with demand uncertainty (see, for instance, Aviv and Pazgal 2008 and Cachon and Swinney 2011). In this paper, we show that dynamic pricing can play an important role in differentiating between customers over time even in the absence ...

Aggressive marketing campaigns to attract new customers only covers customer churn, resulting in neither growth nor profitability. Retaining current customers, increasing their lifetime value, and reducing customer churn rates, thereby allowing greater efforts and resources to be dedicated to capturing new customers are the goals of a commercial director. But how can that loss be detected in ti...

This study investigates the effect of co-production on customer loyalty (attitudinal and behavioral separately) and factors which may boost co-production in an Iranian bank. To investigate co-production in banking services, the proposed model of Auh et al. (2007) was applied. Given the fact that many banks try to get the status of their main customers, co-production was examined due to its pote...

Sellers who plan to capitalize on the lifetime value of customers need to manage the sales potential from customer referrals proactively. To encourage existing customers to generate referrals, a seller can offer exceptional value to current customers through either excellent quality or a very attractive price. Rewards to customers for referring other customers can also encourage referrals. We i...

Online channels generate frictions when selling products with non-digital attributes, such as apparel. Customers may be reluctant to purchase products they have not been able to try on and those customers who do purchase may return products when they do not fit as expected. Virtual fitting-room technologies provide information about how a product fits a particular customer and promise to mitiga...

Quality management is continuously evolving and the progression so far is frequently described in terms of four stages. According to these descriptions, Total Quality Management (TQM) constitutes the currently highest level, or fourth stage, of quality management. Despite the divergence of views on what constitutes TQM, it is commonly described as a number of diverse activities, here designated...

The underpinning logic of value co-creation in service logic is analysed. It is observed that some of the 10 foundational premises of the so-called service-dominant logic do not fully support an understanding of value creation and co-creation in a way that is meaningful for theoretical development and decision making in business and marketing practice. Without a thorough understanding of the in...

We construct network centrality measures for customer and supplier industries in the U.S. economy. Consistent with Ahern, et al. (2014), we find central suppliers have higher levels of systematic risk than central customers and therefore more exposed to sectoral shocks. We posit that central suppliers have incentives to channel funds to their customers via trade credit. Our empirical results ar...

Building and maintaining customer loyalty are important issues in electronic business. By providing customer services, sharing cost benefits with online customers, and rewarding the most valued customers, customer loyalty and customer equity can be improved. With conventional marketing programs, groups or segments of customers are typically constituted according to a small number of attributes....

In this paper, we assess customers’ value which can be provided by mobile financial information services enabling private investors to react promptly to critical market events and to exploit the subsequent abnormal intraday stock price movements. We present two frameworks for evaluating customers’ benefits of a corresponding investment. First, we empirically analyze the impact of timelier infor...