This paper examines the relationship between price changes and customer defection levels in a “subscription”‐type market, namely car insurance. Two regression models are constructed to estimate this relationship, one model for younger customers and another for older customers. The...

Purpose – Despite retailers' growing use of lowest‐price refund policies, little is understood about how consumer satisfaction is influenced by them. This paper examines the potential role of market price volatility and store image on consumers' satisfaction of stores offering a...

Considers the need for research on cues used by consumers in service assessment and selection. Reports on a pilot study using conjoint analysis to examine the trade‐off nature of cues in a restaurant setting. Reveals that price played a less important role in influencing service expectations...

Reports the findings of a small‐scale survey undertaken with a view to establishing the extent to which customers of retail banks are influenced in their expectations of quality and in their perceptions of service received according to their awareness of service charges imposed by banks. Finds...

Presents various aspects of price discrimination in the context of services marketing. Provides a mathematical model which takes demand‐related variables, competitive factors and basic costs into consideration. Factors affecting price discrimination are studied under service intrinsic factors...

Winning customer loyalty and repeat business and eliminating or reducing their reliance on coupons and other forms of price promotion is the goal of many service businesses today. The effectiveness of using advertising specialties (imprinted items given away for free) and price promotions was...