When defection is unobserved, latent attrition models provide useful insights about customer behavior and accurate forecasts of customer value. Yet extant models ignore direct marketing efforts. Response models incorporate the effects of direct marketing, but because they ignore latent...

This paper posits a new framework to model the trial of and repeat purchasing of a new product. While much research has examined underlying shifts in consumer purchasing patterns, the typical assumption has been that the underlying purchasing process remains the same although the purchasing...

Service churn and retention rates remain central as constructs in marketing activities such as valuation of service subscribers and resource allocation. While extant approaches have been proposed to relate service churn to external factors such as reported satisfaction, marketing mix activities,...

Two widely recognized components, central to the calculation of customer value, are acquisition and retention propensities. However, while extant research has incorporated such components into different types of models, limited work has investigated the kinds of associations that may exist...