1 - 6 of 6 articles
Organizational downsizing to cut costs frequently creates new, “hidden costs” that neutralize potential increases in productivity. Customer dissatisfaction is such an overlooked downsizing outcome. Using longitudinal data from the American Customer Satisfaction Index (ACSI), Compustat, and a...
CRM, CLV, and loyalty programs emphasize carefully targeting promotions to select consumers. However, with websites actively disseminating promotions to the untargeted, keeping targeted promotions from untargeted consumers is increasingly difficult. Spillover of targeted promotions to untargeted...
The vast number of channel types and broad range of possible channel configurations makes identifying a product’s most efficient route to end-users challenging for today’s managers. This study analyzes drivers of a firm’s distribution intensity and their respective effects on performance. The...
Aesthetic labor practices involve strategically controlling human aesthetics in an effort create a predefined physical appearance profile that becomes part of the value proposition. Retail and service management often implements aesthetic labor by trying to create a matching look among all...
Through six studies set in a range of service contexts, we show that consumers perceive the passage of wait time through intrinsic changes in the service experience. Changes, either in service progress speed or in activities within service experiences, consistently influence the perception of...
The authors conduct a meta-analysis to examine dependence and interdependence in marketing relationships. Analyses reveal that dependence affects performance primarily through relationship quality and cooperation, while interdependence has substantial direct effects as well as effects mediated...
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Sign Up Log In
To subscribe to email alerts, please log in first, or sign up for a DeepDyve account if you don’t already have one.
To get new article updates from a journal on your personalized homepage, please log in first, or sign up for a DeepDyve account if you don’t already have one.