Firms collect an increasing amount of consumer feedback in the form of unstructured consumer reviews. These reviews contain text about consumer experiences with products and services that are different from surveys that query consumers for specific information. A challenge in analyzing...

Each store visitor presents a sales opportunity to retailers. However, not every visitor becomes a buyer. Converting store visitors into buyers is a fundamental challenge in retailing. Within-store conversion is divided into several steps. This paper focuses on the conversion of visitors to...

Customer scoring is widely practiced in industries such as mail order, telecommunications or financial services to identify customers for specific marketing activities. It has been suggested in the literature to score customers on the basis of the value of their transactions per unit of waiting...

Scoring customers with regard to the expected number of their future transactions is of fundamental interest to direct marketers. For the purpose of customer scoring, a variety of models have been developed, based on the negative binomial distribution. Extensions of such models allow for...