Problem definition: This paper empirically investigates how customer email engagement affects the profitability of subscription-based service providers. Service providers have been using email engagement to increase customer retention. However, it is unclear whether email engagement improves...

Subsidy programs are widely offered in both developing and developed countries to encourage consumption of products that generate positive social, health and environmental externalities. We study the effect of subsidies on product consumption under uncertain market demand. To reach a target...

Choice models are widely applied in psychology, economics, transportation, marketing and operations studies. We review the existing developments on the modeling of consumers' choices, including the attraction model, the utility-based model, the temporal model, and the rank-based model. The...

Social media have emerged as important channels to disseminate quality information to consumers in a variety of service settings. Their influence has recently spread to healthcare services, for which government report cards have long been established to disclose rigorous and credible quality...

Discretionary service industries are those in which customers prefer not to wait in line, but also derive more value from a longer service time; this is common in healthcare interactions or repair settings. In such settings, the service provider often can obtain not only a fixed fee for the...