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The Effect of Members' Satisfaction with a Virtual Community on Member Participation

Langerak, Fred; Verhoef, Peter C.; Verlegh, Peeter W.J; … - 2014

The authors develop a four-dimensional scale to measure members'satisfaction with virtual communities. The dimensions consist ofmembers' satisfaction with member-member interactions,organizer-member interactions, organizer-community interactions, andthe community's site. Using a sample of 3605...

Persistent link: https://www.econbiz.de/10014030800

The Impact of Brand and Category Characteristics on Consumer Stock-Out Reactions

Sloot, Laurens; Verhoef, Peter C.; Franses, Philip Hans - 2009

We develop two models to test hypotheses on the specific impact ofbrand and category characteristics on consumer stock-out responses.Our empirical results show that both characteristics are importantdeterminants. Consumers are more product loyal in hedonic productgroups than in utilitarian...

Persistent link: https://www.econbiz.de/10014031438

Understanding the Impact of Brand Delistings on Assortment Evaluations and Store Switching and Complaining Intentions

Sloot, Laurens - 2012

Recently, retailers have begun considering which brands they can delist without reducing customer satisfaction, losing category sales, or increasing store switching behavior. Although several studies have considered assortment reductions, none has explicitly investigated the impact of total...

Persistent link: https://www.econbiz.de/10012755717

The Theoretical Underpinnings of Customer Asset Management

Bolton, Ruth N. - 2012

Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework ? called CUSAMS -- that enables service organizations to comprehensively assess the value of their...

Persistent link: https://www.econbiz.de/10012755862

The Joint Effect of Relationship Perceptions, Loyalty Program and Direct Mailing on Customer Share Development

Verhoef, Peter C. - 2012

In this paper, we examine the effect of relationship perceptions and relationship marketing instruments on customer share development. We also study the interaction effect of these instruments with behavioral loyalty and relationship perceptions. This study is executed among a sample of...

Persistent link: https://www.econbiz.de/10012755871

Explaining Choice and Share of Category Requirements of Biologic Meat

Verhoef, Peter C. - 2010

explaining choice and share of category requirements, we consider economic/marketing variables (quality, price, and distribution … quality of bio meat, in addition to the price-perception and fear of the health consequences of eating regular meat. Price …

Persistent link: https://www.econbiz.de/10012758262

Consumer Perception and Evaluation of Waiting Time

Antonides, Gerrit - 2009

Telephone waiting times for a commercial service were varied in two different experiments. In the first experiment, the telephone rate was either zero or fixed at Dfl.1.- (approx. $0.40) per minute. Consumer perceptions of waiting times could be described best by a psychophysical power function....

Persistent link: https://www.econbiz.de/10012765979

The Moderating Roles of Relationship Quality and Dependency in Retailers New Product Adoption Decisions

van Everdingen, Yvonne M. - 2008

both relationship quality and a retailer s dependence on the manufacturer moderate the effect of profit drivers. Using a … uniqueness, relationship quality and the retailer s dependency on the manufacturer on the adoption decision. Moreover, the … authors find that improved relationship quality tends to reduce the importance of both gross margin and consumer support in …

Persistent link: https://www.econbiz.de/10012769338

Purschasing Complex Services on the Internet; an Analysis of Mortgage Loan Acquisitions

Vroomen, Bjorn - 2014

In contrast to, for example, books and compact discs, the number of complex services offered on the Internet is still small. A good example of such a service concerns mortgage loans. The decision-making process differs for complex services in that they have an extra intermediate step of...

Persistent link: https://www.econbiz.de/10012751193

The Predictive Ability of Different Customer Feedback Metrics for Retention

de Haan, Evert - 2015

This study systematically compares different customer feedback metrics (CFMs) — namely customer satisfaction, the Net Promoter Score, and the Customer Effort Score — to test their ability to predict retention across a wide range of industries. We classify the CFMs according to a time focus...

Persistent link: https://www.econbiz.de/10013027654