In this paper we investigate how consumers derive value from having the option to use physical stores for their transactions focusing on the DVD rental market. We use a large individual and transaction level panel dataset including information from consumers who subscribed to an online-offline...

We investigate how adoption of a retailer’s factory outlet channel impacts customers’ spending in the retailer’s traditional retail store channel. In recent years, many retailers have added exclusively sourced factory outlet stores into their channel mix to achieve market expansion and...

This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...