Advance selling occurs when sellers allow buyers to purchase at a time preceding consumption (Shugan and Xie 2000). Electronic tickets, smart cards, online prepayments, and other technological advances make advance selling possible for many, if not all, service providers. These technologies...

We analyze firms' decisions to invest in customer relationship management (CRM) initiatives such as acquisition and retention in a competitive context, a topic largely ignored in past CRM research. We characterize each customer by her intrinsic preference towards each firm, the contribution...

Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...

This paper draws on the quality profitability emphasis framework of Rust, Moorman, and Dickson (2002) (Rust, Roland T., Christine Moorman, Peter R. Dickson. 2002. Getting returns from service quality: Revenue expansion, cost reduction, or both. (October) 7–24.) to examine the association...

The authors dedicate this paper in honor of the memory of their deceased co-author, Erin Anderson. In dyadic business relationships, parties can be incorrect in reading their counterparts' relational closeness. For example, they can overestimate or underestimate the counterpart's commitment to...

We show how networks modify the diffusion curve by affecting its symmetry. We demonstrate that a network's degree distribution has a significant impact on the contagion properties of the subsequent adoption process, and we propose a method for uncovering the degree distribution of the adopter...

We propose a method to include seasonality in any diffusion model that has a closed-form solution. The resulting diffusion model captures seasonality in a way that naturally matches the original diffusion model's pattern. The method assumes that additional sales at seasonal peaks are drawn from...

The diffusion model developed by Bass (Bass, F. M. 1969. A new product growth model for consumer durables. (January) 215–227.) constitutes an empirical generalization. It represents a pattern or regularity that has been shown to repeat over many new products and services in many countries and...