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...

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...

Nearly a quarter of all products purchased in U.S. supermarkets and drug stores are store brands (SBs). Although the presence of SBs benefits both consumers and retailers, it is a threat to the dominance of the incumbent national brand manufacturers (NBMs). When considering the potential threat...