In today's turbulent business environment, customer retention presents a significant challenge for many service companies. Academics have generated a large body of research that addresses part of that challenge – with a particular focus on predicting customer churn. However, several other...

Companies are collecting increasing amounts of information about their customers. This effort is based on the assumption that more information is better and that this information can be leveraged to predict customers' behavior in a variety of situations and product categories. For example,...

We formulate an axiomatic model of conflict situations in which there exist two prominent outcomes. One is the traditional conflict outcome, the other is the reference outcome. The latter is an outcome with the following properties: (1) It is Pareto-superior to the conflict outcome, (2) It is...