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Marketing Models of Service and Relationships

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Cited by:

  1. Risselada, Hans & Verhoef, Peter C. & Bijmolt, Tammo H.A., 2010. "Staying Power of Churn Prediction Models," Journal of Interactive Marketing, Elsevier, vol. 24(3), pages 198-208.
  2. Li, Dong, 2020. "When less is more: Recovery technology investment and segmentation for uptime-centered services," European Journal of Operational Research, Elsevier, vol. 286(1), pages 267-281.
  3. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
  4. Rychalski, Aude & Hudson, Sarah, 2017. "Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context," Journal of Business Research, Elsevier, vol. 71(C), pages 84-91.
  5. Junzhou Zhang & Yuping Liu-Thompkins, 2024. "Personalized email marketing in loyalty programs: The role of multidimensional construal levels," Journal of the Academy of Marketing Science, Springer, vol. 52(1), pages 196-216, January.
  6. Philipp Afèche & Mojtaba Araghi & Opher Baron, 2017. "Customer Acquisition, Retention, and Service Access Quality: Optimal Advertising, Capacity Level, and Capacity Allocation," Manufacturing & Service Operations Management, INFORMS, vol. 19(4), pages 674-691, October.
  7. Netzer, Oded & Lattin, James M. & Srinivasan, V. Seenu, 2007. "A Hidden Markov Model of Customer Relationship Dynamics," Research Papers 1904r, Stanford University, Graduate School of Business.
  8. Baohong Sun, 2006. "—Technology Innovation and Implications for Customer Relationship Management," Marketing Science, INFORMS, vol. 25(6), pages 594-597, 11-12.
  9. Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
  10. Amiya Basu & Padmal Vitharana, 2009. "—Impact of Customer Knowledge Heterogeneity on Bundling Strategy," Marketing Science, INFORMS, vol. 28(4), pages 792-801, 07-08.
  11. Schneider, Matthew J. & Jagpal, Sharan & Gupta, Sachin & Li, Shaobo & Yu, Yan, 2017. "Protecting customer privacy when marketing with second-party data," International Journal of Research in Marketing, Elsevier, vol. 34(3), pages 593-603.
  12. Makoto Abe, 2009. "“Counting Your Customers” One by One: A Hierarchical Bayes Extension to the Pareto/NBD Model," Marketing Science, INFORMS, vol. 28(3), pages 541-553, 05-06.
  13. Landsman, Vardit & Nitzan, Irit, 2020. "Cross-decision social effects in product adoption and defection decisions," International Journal of Research in Marketing, Elsevier, vol. 37(2), pages 213-235.
  14. Sarah Hudson & Sheila Matson-Barkat & Nico Pallamin & Guillaume Jégou, 2019. "With or without you? Interaction and immersion in a virtual reality experience," Post-Print hal-02159315, HAL.
  15. Machowska Dominika, 2018. "Investigating the role of customer churn in the optimal allocation of offensive and defensive advertising: the case of the competitive growing market," Economics and Business Review, Sciendo, vol. 4(2), pages 3-23, June.
  16. Pradeep Kumar Mohanty & N. Senthil Kumar, 2017. "Measuring farmer’s satisfaction and brand loyalty toward Indian fertilizer brands using DEA," Journal of Brand Management, Palgrave Macmillan, vol. 24(5), pages 467-488, October.
  17. Anton Ovchinnikov & Béatrice Boulu-Reshef & Phillip E. Pfeifer, 2014. "Balancing Acquisition and Retention Spending for Firms with Limited Capacity," Management Science, INFORMS, vol. 60(8), pages 2002-2019, August.
  18. Tarek Ben Rhouma & Georges Zaccour, 2018. "Optimal Marketing Strategies for the Acquisition and Retention of Service Subscriber," Management Science, INFORMS, vol. 64(6), pages 2609-2627, June.
  19. Holtrop, Niels & Wieringa, Jaap E. & Gijsenberg, Maarten J. & Verhoef, Peter C., 2017. "No future without the past? Predicting churn in the face of customer privacy," International Journal of Research in Marketing, Elsevier, vol. 34(1), pages 154-172.
  20. Xu, Ying & Niu, Nan & Zhao, Zixiang, 2023. "Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction: An explanation from temporal and conversational cues," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  21. David Godes & Dina Mayzlin, 2009. "Firm-Created Word-of-Mouth Communication: Evidence from a Field Test," Marketing Science, INFORMS, vol. 28(4), pages 721-739, 07-08.
  22. Dholakia, Utpal M. & Kahn, Barbara E. & Reeves, Randy & Rindfleisch, Aric & Stewart, David & Taylor, Earl, 2010. "Consumer Behavior in a Multichannel, Multimedia Retailing Environment," Journal of Interactive Marketing, Elsevier, vol. 24(2), pages 86-95.
  23. Peter Seele & Claus Dierksmeier & Reto Hofstetter & Mario D. Schultz, 2021. "Mapping the Ethicality of Algorithmic Pricing: A Review of Dynamic and Personalized Pricing," Journal of Business Ethics, Springer, vol. 170(4), pages 697-719, May.
  24. Sam Aflaki & Ioana Popescu, 2014. "Managing Retention in Service Relationships," Management Science, INFORMS, vol. 60(2), pages 415-433, February.
  25. ROSÁRIO Albérico & CASACA Joaquim A., 2023. "Relationship Marketing And Customer Retention - A Systematic Literature Review," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 18(3), pages 44-66, December.
  26. Zhen-Yu Chen & Zhi-Ping Fan & Minghe Sun, 2014. "Ensemble Learning for Cross-Selling Using Multitype Multiway Data," Working Papers 0155mss, College of Business, University of Texas at San Antonio.
  27. Lu, Shijie & Xie, Ying & Chen, Xingyu, 2023. "Immediate and enduring effects of digital badges on online content consumption and generation," International Journal of Research in Marketing, Elsevier, vol. 40(1), pages 146-163.
  28. Jeffrey Dotson & Joseph Retzer & Greg Allenby, 2008. "Non-normal simultaneous regression models for customer linkage analysis," Quantitative Marketing and Economics (QME), Springer, vol. 6(3), pages 257-277, September.
  29. Ahmed Khwaja & Nathan Yang, 2022. "Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry," Quantitative Marketing and Economics (QME), Springer, vol. 20(3), pages 275-292, September.
  30. Mesak, Hani I. & Bari, Abdullahel & Babin, Barry J. & Birou, Laura M. & Jurkus, Anthony, 2011. "Optimum advertising policy over time for subscriber service innovations in the presence of service cost learning and customers' disadoption," European Journal of Operational Research, Elsevier, vol. 211(3), pages 642-649, June.
  31. Jalili Marand, Ata & Li, Hongyan & Thorstenson, Anders, 2019. "Joint inventory control and pricing in a service-inventory system," International Journal of Production Economics, Elsevier, vol. 209(C), pages 78-91.
  32. Mingshu Wang, 2021. "Polycentric urban development and urban amenities: Evidence from Chinese cities," Environment and Planning B, , vol. 48(3), pages 400-416, March.
  33. Lewis, Michael & Whitler, Kimberly A. & Hoegg, JoAndrea, 2013. "Customer Relationship Stage and the Use of Picture-Dominant versus Text-Dominant Advertising: A Field Study," Journal of Retailing, Elsevier, vol. 89(3), pages 263-280.
  34. Zhao Zhongqiu & Li Xiaofei & Ma Baolong & Li Jinlin, 2016. "Application of Dynamic Programming Method to Marketing Decisions Based on Customer Database," Journal of Systems Science and Information, De Gruyter, vol. 4(2), pages 169-176, April.
  35. Scott Fay & Jinhong Xie, 2008. "Probabilistic Goods: A Creative Way of Selling Products and Services," Marketing Science, INFORMS, vol. 27(4), pages 674-690, 07-08.
  36. Mohamed Abouaziza, 2022. "Farmer constraints and relational contracts: evidence from agricultural value chains in East Africa," Economics PhD Theses 0122, Department of Economics, University of Sussex Business School.
  37. Rajiv Banker & Yi Liang & Narayan Ramasubbu, 2021. "Technical Debt and Firm Performance," Management Science, INFORMS, vol. 67(5), pages 3174-3194, May.
  38. Steven M. Shugan, 2007. "Editorial: Thanks to the Many Individuals Who Make Publication of Possible," Marketing Science, INFORMS, vol. 26(3), pages 285-292, 05-06.
  39. Jens Hogreve & Mirjam Velleuer, 2015. "Industrial Service Networks erfolgreich steuern," Schmalenbach Journal of Business Research, Springer, vol. 67(69), pages 35-59, January.
  40. Weidig, Jakob & Weippert, Marco & Kuehnl, Christina, 2024. "Personalized touchpoints and customer experience: A conceptual synthesis," Journal of Business Research, Elsevier, vol. 177(C).
  41. Wankhede ABHA & Bhilawadikar VIBHA SUHAS, 2019. "Analysing the contribution of the product offerings to the customer satisfaction of co-operative Bank. A case study," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 111-119.
  42. V. Kumar & Rajkumar Venkatesan & Tim Bohling & Denise Beckmann, 2008. "—The Power of CLV: Managing Customer Lifetime Value at IBM," Marketing Science, INFORMS, vol. 27(4), pages 585-599, 07-08.
  43. Oded Netzer & James M. Lattin & V. Srinivasan, 2008. "A Hidden Markov Model of Customer Relationship Dynamics," Marketing Science, INFORMS, vol. 27(2), pages 185-204, 03-04.
  44. Ming-Hui Huang & Roland T. Rust, 2017. "Technology-driven service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 906-924, November.
  45. Liye Ma & Baohong Sun & Sunder Kekre, 2015. "The Squeaky Wheel Gets the Grease—An Empirical Analysis of Customer Voice and Firm Intervention on Twitter," Marketing Science, INFORMS, vol. 34(5), pages 627-645, September.
  46. Andrés Musalem & Yogesh V. Joshi, 2009. "—How Much Should You Invest in Each Customer Relationship? A Competitive Strategic Approach," Marketing Science, INFORMS, vol. 28(3), pages 555-565, 05-06.
  47. Lepkova Natalija & Vilutienė Tatjana & Bełej Miroslaw & Putek-Szeląg Ewa & Źróbek Sabina, 2017. "Comparative Analysis of Newly-Built Housing Quality in Poland and Lithuania," Real Estate Management and Valuation, Sciendo, vol. 25(4), pages 85-98, December.
  48. Jacob Goldenberg & Oded Lowengart & Daniel Shapira, 2009. "Zooming In: Self-Emergence of Movements in New Product Growth," Marketing Science, INFORMS, vol. 28(2), pages 274-292, 03-04.
  49. Ruba Aljafari & Franck Soh & Pankaj Setia & Ritu Agarwal, 2024. "The local environment matters: Evidence from digital healthcare services for patient engagement," Journal of the Academy of Marketing Science, Springer, vol. 52(5), pages 1343-1365, October.
  50. Steven M. Shugan, 2007. "The Editor's Secrets," Marketing Science, INFORMS, vol. 26(5), pages 589-595, 09-10.
  51. Keating, Byron W. & Alpert, Frank & Kriz, Anton & Quazi, Ali, 2010. "Exploring the mediating role of relationship quality in online services," MPRA Paper 40506, University Library of Munich, Germany.
  52. Ewing, Michael T. & Jevons, Colin P. & Khalil, Elias L., 2009. "Brand death: A developmental model of senescence," Journal of Business Research, Elsevier, vol. 62(3), pages 332-338, March.
  53. Shi, Xiaohui & Li, Feng & Bigdeli, Ali Ziaee, 2016. "An examination of NPD models in the context of business models," Journal of Business Research, Elsevier, vol. 69(7), pages 2541-2550.
  54. Mercedes Esteban-Bravo & Jose M. Vidal-Sanz & Gökhan Yildirim, 2014. "Valuing Customer Portfolios with Endogenous Mass and Direct Marketing Interventions Using a Stochastic Dynamic Programming Decomposition," Marketing Science, INFORMS, vol. 33(5), pages 621-640, September.
  55. Kohsuke Matsuoka, 2020. "Exploring the interface between management accounting and marketing: a literature review of customer accounting," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 31(3), pages 157-208, September.
  56. Aguirre, Elizabeth & Mahr, Dominik & Grewal, Dhruv & de Ruyter, Ko & Wetzels, Martin, 2015. "Unraveling the Personalization Paradox: The Effect of Information Collection and Trust-Building Strategies on Online Advertisement Effectiveness," Journal of Retailing, Elsevier, vol. 91(1), pages 34-49.
  57. Ramanathan Subramaniam & Esther Gal-Or, 2009. "—Quantity Discounts in Differentiated Consumer Product Markets," Marketing Science, INFORMS, vol. 28(1), pages 180-192, 01-02.
  58. Sunil Mithas & M. S. Krishnan & Claes Fornell, 2016. "Research Note—Information Technology, Customer Satisfaction, and Profit: Theory and Evidence," Information Systems Research, INFORMS, vol. 27(1), pages 166-181, March.
  59. Anindya Ghose & Panagiotis G. Ipeirotis & Beibei Li, 2012. "Designing Ranking Systems for Hotels on Travel Search Engines by Mining User-Generated and Crowdsourced Content," Marketing Science, INFORMS, vol. 31(3), pages 493-520, May.
  60. Jin, Liyin & Huang, Yunhui & He, Yanqun, 2016. "When does a service guarantee work? The roles of the popularity of service guarantees and firm reputation," Tourism Management, Elsevier, vol. 57(C), pages 272-285.
  61. María Teresa Ballestar & Pilar Grau-Carles & Jorge Sainz, 2019. "Predicting customer quality in e-commerce social networks: a machine learning approach," Review of Managerial Science, Springer, vol. 13(3), pages 589-603, June.
  62. Ballestar, María Teresa & Grau-Carles, Pilar & Sainz, Jorge, 2016. "Consumer behavior on cashback websites: Network strategies," Journal of Business Research, Elsevier, vol. 69(6), pages 2101-2107.
  63. Leischnig, Alexander & Kasper-Brauer, Kati & Thornton, Sabrina C., 2018. "Spotlight on customization: An analysis of necessity and sufficiency in services," Journal of Business Research, Elsevier, vol. 89(C), pages 385-390.
  64. A. Parasuraman, 2006. "—Modeling Opportunities in Service Recovery and Customer-Managed Interactions," Marketing Science, INFORMS, vol. 25(6), pages 590-593, 11-12.
  65. Mathwick, Charla & Wagner, Janet & Unni, Ramaprasad, 2010. "Computer-Mediated Customization Tendency (CMCT) and the Adaptive e-Service Experience," Journal of Retailing, Elsevier, vol. 86(1), pages 11-21.
  66. Muzaffer Buyruk & Ertan Güner, 2022. "Personalization in airline revenue management: an overview and future outlook," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 21(2), pages 129-139, April.
  67. Huang, Ming-Hui & Dev, Chekitan S., 2020. "Growing the service brand," International Journal of Research in Marketing, Elsevier, vol. 37(2), pages 281-300.
  68. Halbheer, Daniel & Gärtner, Dennis L. & Gerstner, Eitan & Koenigsberg, Oded, 2018. "Optimizing service failure and damage control," International Journal of Research in Marketing, Elsevier, vol. 35(1), pages 100-115.
  69. Cary Deck & Erik O Kimbrough & Steeve Mongrain, 2014. "Paying for Express Checkout: Competition and Price Discrimination in Multi-Server Queuing Systems," PLOS ONE, Public Library of Science, vol. 9(3), pages 1-13, March.
  70. Eitan Gerstner & Barak Libai, 2006. "—Why Does Poor Service Prevail?," Marketing Science, INFORMS, vol. 25(6), pages 601-603, 11-12.
  71. Steven M. Shugan, 2007. ": Does Good Marketing Cause Bad Unemployment?," Marketing Science, INFORMS, vol. 26(1), pages 1-17, 01-02.
  72. Xiaojing Dong & Pradeep K. Chintagunta, 2016. "Satisfaction Spillovers Across Categories," Marketing Science, INFORMS, vol. 35(2), pages 275-283, March.
  73. Huan Yu & Ye Shi & Yugang Yu & Jie Liu & Feng Yang & Jie Wu, 2020. "Business analytics: online promotion with gift rewards," Annals of Operations Research, Springer, vol. 291(1), pages 1061-1076, August.
  74. Kunz, Werner H. & Hogreve, Jens, 2011. "Toward a deeper understanding of service marketing: The past, the present, and the future," International Journal of Research in Marketing, Elsevier, vol. 28(3), pages 231-247.
  75. Ganesh Iyer & V. Padmanabhan, 2006. "—Internet-Based Service Institutions," Marketing Science, INFORMS, vol. 25(6), pages 598-600, 11-12.
  76. Seung Hyun Kim & Tridas Mukhopadhyay, 2011. "Determining Optimal CRM Implementation Strategies," Information Systems Research, INFORMS, vol. 22(3), pages 624-639, September.
  77. Li, Jia & Moul, Charles C., 2015. "Who should handle retail? Vertical contracts, customer service, and social welfare in a Chinese mobile phone market," International Journal of Industrial Organization, Elsevier, vol. 39(C), pages 29-43.
  78. Rust, Roland T., 2020. "The future of marketing," International Journal of Research in Marketing, Elsevier, vol. 37(1), pages 15-26.
  79. Steven M. Shugan & Jihwan Moon & JQiaoni Shi & Nanda S. Kumar, 2017. "Product Line Bundling: Why Airlines Bundle High-End While Hotels Bundle Low-End," Marketing Science, INFORMS, vol. 36(1), pages 124-139, January.
  80. Tuck Siong Chung & Roland T. Rust & Michel Wedel, 2009. "My Mobile Music: An Adaptive Personalization System for Digital Audio Players," Marketing Science, INFORMS, vol. 28(1), pages 52-68, 01-02.
  81. Sheth, Jagdish N. & Parvatiyar, Atul & Sinha, Mona, 2012. "The conceptual foundations of relationship marketing: Review and synthesis," economic sociology. perspectives and conversations, Max Planck Institute for the Study of Societies, vol. 13(3), pages 4-26.
  82. Lambillotte, Laetitia & Magrofuoco, Nathan & Poncin, Ingrid & Vanderdonckt, Jean, 2022. "Enhancing playful customer experience with personalization," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  83. Timothy L. Keiningham & Lerzan Aksoy & Bruce Cooil & Tor Wallin Andreassen, 2008. "—Net Promoter, Recommendations, and Business Performance: A Clarification on Morgan and Rego," Marketing Science, INFORMS, vol. 27(3), pages 531-532, 05-06.
  84. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
  85. David A. Schweidel & Peter S. Fader & Eric T. Bradlow, 2008. "A Bivariate Timing Model of Customer Acquisition and Retention," Marketing Science, INFORMS, vol. 27(5), pages 829-843, 09-10.
  86. S. Hun Seog & Yong J. Hyun, 2009. "Financing as a Marketing Strategy," Marketing Science, INFORMS, vol. 28(3), pages 526-540, 05-06.
  87. Chen, Kee-Kuo & Ho, Hui-Ping & Chang, Ching-Ter, 2015. "Estimating attributes importance for container shipping industry by closing the listening gap with maximum convergent validity," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 79(C), pages 145-163.
  88. Grace, Debra, 2009. "An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 1-9.
  89. Derfuss, Klaus, 2016. "Reconsidering the participative budgeting–performance relation: A meta-analysis regarding the impact of level of analysis, sample selection, measurement, and industry influences," The British Accounting Review, Elsevier, vol. 48(1), pages 17-37.
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