When customers deliberately change the channel through which they do business with a firm, is that an indication of behavior change, and thus, future revenue? This research investigates the causal effects of customer channel migration to direct, company-managed or indirect, independent...

Accessing products instead of owning them is becoming increasingly popular. In case of both types of consumption modes being available, consumers face the choice between traditional ownership and access. A better understanding of consumption mode choice is not only an important step towards a...

Advancements in information technology have changed the way customers experience a service encounter and their relationship with service providers. Especially technology-based self-service channels have found their way into the 21st century service economy. While research embraces these channels...

Introducing access as an alternative consumption mode next to ownership constitutes a major business model innovation. Managers need to better understand how to brand these new access offers and how this innovation affects current customers of the parent brand. In a series of experiments, we...