This paper documents the existence of the direct and indirect (via word-of-mouth) effects of service quality on new customer acquisition, usage and retention using behavioral data from the launch of a new video on demand type service. For this technology, service quality - the quality of the...

Drawing on context-emergent turnover theory, we empirically investigate the relationship between changes in collective turnover rates and unit performance and the moderating roles of the quality and quantity of departed, remaining, and newly hired employees, turnover dispersion, and pay...

A key benefit of using car sharing services (relative to car ownership) is that they are more cost effective. Car sharing firms offer a menu of pricing plans to make this happen. The two most common plans are flat-rate and pay-per-use pricing. However, little is known about how consumers choose...

The authors investigate the changing role of marketing communication over the life cycle of a new product category. They postulate two effects of marketing communication on consumers' choices: an “indirect effect” through reduction of uncertainty about product quality and a “direct...

The advent of digitization has allowed firms to collect high-frequency data - subjective and objective - to monitor their service performance. This paper proposes a methodological framework to help firms understand the value of collecting these data. We apply the framework to novel...

Influencer marketing is being used increasingly as a tool to reach customers because of the growing popularity of social media stars who primarily reach their audience(s) via custom videos. Despite the rapid growth in influencer marketing, there has been little research on the design and...