Although companies that sell products such as automobiles can easily track down their clients, companies that produce consumer goods usually lose direct contact with their customers at the retailer’s cash register. This anonymity results in the obligation to communicate any product failure...

Sales in consumer durable goods categories are dominated by repeat purchases. Managers are particularly interested to know: Which consumers can be encouraged to make earlier repeat purchases? When are they likely to purchase? What factors drive their purchases? We, the authors, make three...