Developing a strategy for online channels requires knowledge about the effects of online use on customer revenues and costs to serve, which ultimately influence customer profitability. The authors theoretically discuss and empirically examine these effects. The results of an empirical study,...

Airbnb and other home sharing platforms experienced a meteoric rise over the past decade. In recent years, they ran into headwinds though: More and more cities enacted home sharing ordinances (HSOs) that regulate the short-term rental market. Most of the regulations aim to ban commercial...

In the literature, little attention has been paid to instances where companies add an Internet channel to their direct channel portfolio. However, actively managing multiple sales channels requires knowing the customers’ channel preferences and the resulting channel power. Two key components...

E-tailers deliver services in two phases: before the sale takes place, and after the sale is over. To determine how much to invest in pre-sale services relative to post-sale services, e-tailers should examine the impacts of customer satisfaction with services delivered in each phase on...