Companies spend enormous resources on customer relationship management (CRM), but there is no clear understanding on two seemingly simple, but critical questions: (1) Should firms reward or punish their current customers? (2) Can CRM be profitable in a competitive setting? While CRM...

Luxury goods are a significant share of the global economy and rapidly growing; yet empirical research on consumer choice in luxury goods remains scarce. Standard panel data-based choice models are infeasible, because luxury goods are purchased relatively infrequently. The paper makes two key...

A number of papers have evaluated demand and cost based explanations for the rapid growth and success of store brands. However there has been little empirical investigation of the strategic role of the retailer in facilitating the success of store brands. In this paper, we examine the pricing...