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Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area...
Many service firms use delivery time guarantees to compete for customers in the marketplace. In this research we develop a stylized model to analyze the impact of using time guarantees on competition. Demands are assumed to be sensitive to both the price and delivery time guarantees, and the...
While the proliferation of literature on the subject of growing incivility in society demonstrates the increasing importance given to civility by corporate America, there has been little academic investigation of the concept. The limited number of academic studies on civility reveals immense...
The aim of this paper is to analyze the contribution that a set of the determinants has on the complaint behavior, with the purpose of identifying which combination of them can explain better the complaint responses, third parties responses and private responses. Our study has been made in the...
Detailed noise measurements from early Concorde test flights together with community characteristics data from the US Census Bureau were used to explain monthly complaint patterns arising from neighborhoods surrounding the John F. Kennedy International Airport. Consistent with an earlier study,...