Purpose: This study aims to determine the antecedents and consequences of information source choice to support a purchase decision for services high in experience attributes. Design/methodology/approach: The authors conduct two studies to test their propositions. Study 1 is a single-category...

Conceptually, customer relationship management (CRM) has been widely embraced by businesses. In practice, however, examples of success contrast with anecdotes where the diffusion of CRM into organizations continues to be a slow process and/or where CRM implementation outcomes have fallen short...

Market response models help managers understand how customers collectively respond to marketing activities, and how competitors interact. When appropriately estimated, market response models can be a basis for improved marketing decision-making. Market response models can be broadly classi.ed...