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Buscaglia, Edgardo A. - 1990

Persistent link: https://www.econbiz.de/10000848872

Managing Customer Relationships under Competition : Punish or Reward Current Customers?

Shin, Jiwoong; Sudhir, K. - 2010

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...

Persistent link: https://www.econbiz.de/10014048473

Punitive Damages and the Consumerization of Arbitration

Stipanowich, Thomas - 2012

In this sequel to his 1986 article on punitive damages in arbitration, Professor Stipanowich explores the issues at the heart of the debate over whether punitive or exemplary damages should be available in arbitration between investors and securities brokers and firms. He critiques relevant...

Persistent link: https://www.econbiz.de/10013106394

The effects of observing punishment on consumers' decisions to punish other companies during industry-wide crises

Chen, Shijiao; Li, Yi; Yao, Jun - In: Journal of the Academy of Marketing Science 52 (2024) 6, pp. 1741-1760

Persistent link: https://www.econbiz.de/10015192959

Consumer penalty evaluation : differences between cooperative and rebellious customers

Kim, Young Sally K. - In: International journal of management and marketing … 3 (2010) 1, pp. 19-36

Persistent link: https://www.econbiz.de/10003950981

Consumer Penalty Evaluation : Differences between Cooperative and Rebellious Customers

Kim, Young “Sally” K. - 2010

This research investigates different types of antecedents such as fairness, disconfirmation and emotion and their influences on different types of satisfaction and behavioral intentions. It also examines how different types of customers, cooperative vs. rebellious, respond to penalties...

Persistent link: https://www.econbiz.de/10014191806

Emotion Expression in Human Punishment Behavior

Xiao, Erte; Houser, Daniel - 2009

Evolutionary theory reveals that punishment is effective in promoting cooperation and maintaining social norms …. Although it is accepted that emotions are connected to punishment decisions, there remains substantial debate over why humans … use costly punishment. Here we show experimentally that constraints on emotion expression can increase the use of costly …

Persistent link: https://www.econbiz.de/10014062738

The currency of justice : fines and damages in consumer societies

O'Malley, Pat. - 2009

Persistent link: https://www.econbiz.de/10014499421

Two-part pricing with costly arbitrage

McManus, Brian - In: Southern economic journal 68 (2001) 2, pp. 369-386

Persistent link: https://www.econbiz.de/10001620473

Separating Pro-Competitive from Anti-Competitive Loyalty Rebates : A Conceptual Framework

Geradin, Damien - 2009

In its submission to the recent OECD Roundtable on Bundled and Loyalty Discounts and Rebates (the "OECD Roundtable on rebates"), Korea observed that "loyalty discounts are getting growing attention both academically and practically" and that "this issue was now on top of the agendas of many...

Persistent link: https://www.econbiz.de/10014215234