Many firms stimulate customers to use the E-channel for services, which provokes various consumer responses to such limits on their freedom of choice. In a study on bank customers, we examine the extent of customer reactance in response to various E-channel migration strategies, the potential of...

Customer relationship management (CRM) typically involves tracking individual customer behavior over time, and using this knowledge to configure solutions precisely tailored to the customers’ and vendors’ needs. In the context of choice, this implies designing longitudinal models of choice...

The marketing literature has made significant progress towards a better understanding of how firms can effectively design and manage their channels of distribution. However, the complexity of today’s channel systems raises additional issues that remain unaddressed. The purpose of this article...

One of the most intriguing and managerially relevant findings in the multichannel customer management literature is the positive association between multichannel purchasing and customer profitability. The question is whether this is an actionable, causal relationship. We design and implement a...

Conceptually, brand equity can be thought of as the incremental revenue that a product earns as a brand over the revenue it would earn if it were sold without the brand name. However, the brand can have an impact on revenue through a variety of mechanisms, e.g., reduced price sensitivity, higher...

Logit choice models have been used extensively to study consumer choice behavior and promotion response. A common finding is that promotion has a strong effect on brand choice. This paper examines whether brand switching elasticities derived from these models may be over-estimated due to...

This paper jointly examines how consumers' perceptions drive their usage of store brands and deals for national brands. We find that both behaviors are influenced by economic as well as hedonic factors. Among hedonic factors, peer approval plays an important role in determining both behaviors....

This research uses P&G's value pricing initiative as a context for testing the ability of a normative economic model to predict competitor and retailer response. We first estimate the response parameters of a demand function for each brand from the period before value pricing was initiated. We...