The study of customer experience (CX) has become a prominent topic in marketing research lately because of the evolution of the customer/company relationship. The total number of touch points where this interaction can take place has increased significantly due to the total number of channels...

Purpose: The purpose of this study is to measure the impact of perceived benefits offered by loyalty programmes on store patronage behaviour and repeat purchase behaviour of customers. Another purpose of this study is to assess the impact of mediating and influencing factors on patronage...

While single-brand reward programs encourage customers to remain loyal to that one brand, coalition programs encourage customers to be “promiscuous” by offering points redeemable across partner stores. Despite the benefits of this “open relationship” with customers, store managers face...

Spatial models in retailing allow for correlations among purchase decisions from consumers within predefined geographic areas. The purpose of these models is to control for unobserved demand side effects at the regional-level (e.g., a neighborhood), but they typically ignore synergies among...

We develop a new method to sample from posterior distributions in hierarchical models without using Markov chain Monte Carlo. This method, which is a variant of importance sampling ideas, is generally applicable to high-dimensional models involving large data sets. Samples are independent, so...

Firms use aggregate data from data brokers (e.g., Acxiom, Experian) and external data sources (e.g., Census) to infer the likely characteristics of consumers and thus better predict consumers' profiles and needs, unobtrusively. We demonstrate that the simple count method most commonly used in...