This paper reports the results of a longitudinal study of a beverage distributor who initiated a customer satisfaction program with its entire customer base of different types of retailers. We use a broad-based measure of customer satisfaction tailored to the company's operations, and we compute...

When consumers perceive that a firm's price or markup is unfairly high, they become less willing to purchase that firm's product. Hence, one might intuit that the existence of such fair-minded consumers would tend to induce firms to reduce their prices, lowering their profits and increasing the...

In this article, the authors offer a methodology to decompose the effects of price promotions into brand switching, stockpiling, and change in consumption by explicitly allowing for consumer heterogeneity in brand preferences and consumption needs. They develop a dynamic structural model of a...

Retail formats in the U.S. and other developed countries have increasingly grown to provide one-stop shopping. We develop a model of consumer economizing on shopping time that can explain this, estimate the model using aggregate annual and cross-section supermarket data, and compare the...

We study how adopting co-branded credit cards affects customers’ behavioral loyalty with the brand in the context of the airline industry. Specifically, we explore three dimensions of loyalty that may be affected: the amount of money spent on the airline, loyalty-points redemption, and...