Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether there is a link between customer satisfaction and retention. This research question is important to researchers...

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This paper empirically investigates the determinants of retailers' pricing decisions. It finds that competitor factors explain the most variance in retailer pricing strategy. Only in the cases of price-promotion coordination and relative brand price do category and chain factors explain much...

This study investigates how people's satisfaction judgments are modified after they interact with other group members. It integrates research on customer satisfaction and social influence to develop hypotheses about how an individual's satisfaction is influenced by discrepancies between her...

Many empirical studies in marketing and economics have estimated brand price elasticities for specific products in markets. Their results indicate that price elasticities seem to differ across brands, product categories, retail outlets, and regions. However, there has been very little research...

Purpose My goal is to describe my life in marketing over more than 36 years and to help readers better understand (from my personal perspective) the history of marketing. I also aim to lift the curtain on some aspects of service within the marketing community. Design/methodology/approach This...

Purpose – The purpose of this paper is to review what we know – and don't know – about Generation Y's use of social media and to assess the implications for individuals, firms and society. Design/methodology/approach – The paper distinguishes Generation Y from other cohorts in terms of...

1. A service-centered view of the customer experience -- 2. New challenges: technology and new media -- 3. Customer participation and its implications for managing demand and supply -- 4. The building blocks of the customer experience -- 5. Managing customer relationships to achieve growth and...

This research investigates the conditions under which customer information provided during the new product development (NPD) process improves business performance for radical innovations. I develop a model of the relation between customer inputs and business performance of the radical...