Service Cancellation and Competitive Refund Policy

Published Online:https://doi.org/10.1287/mksc.1080.0457

References

  • Bazerman M. H., Gillespie J. J. Betting on the future: The virtues of contingent contracts. Harvard Bus. Rev. (1999) 77(5):155–160Google Scholar
  • Biyalogorsky E., Gerstner E. Contingent pricing to reduce price risks. Marketing Sci. (2004) 23(1):146–155LinkGoogle Scholar
  • Biyalogorsky E., Carmon Z., Fruchter G. E., Gerstner E. Overselling with opportunistic cancellations. Marketing Sci. (1999) 18(4):605–610LinkGoogle Scholar
  • Biyalogorsky E., Gerstner E., Weiss D., Xie J. Economics of service upgrades. J. Service Res. (2005) 7(3):234–244CrossrefGoogle Scholar
  • Chu W., Gerstner E., Hess J. D. Managing dissatisfaction: How to decrease customer opportunism by partial refunds. J. Service Res. (1998) 1(2):140–155CrossrefGoogle Scholar
  • Dana J. D. Advance-purchase discounts and price discrimination in competitive markets. J. Political Econom. (1998) 106(2):395–422CrossrefGoogle Scholar
  • Davis S., Gerstner E., Hagerty M. Money back guarantees in retailing: Matching products to consumer tastes. J. Retailing (1995) 71(1):7–22CrossrefGoogle Scholar
  • Desiraju R., Shugan S. M. Strategic service pricing and yield management. J. Marketing (1999) 63(1):44–56CrossrefGoogle Scholar
  • Fruchter G. E., Gerstner E. Selling with satisfaction guaranteed. J. Service Res. (1999) 1(4):313–323CrossrefGoogle Scholar
  • Gale I. L., Holmes T. J. Advance-purchase discounts and monopoly allocation of capacity. Amer. Econom. Rev. (1993) 83(1):135–146Google Scholar
  • Grossman S. J., Hart O. D. The costs and benefits of ownership: A theory of lateral and vertical integration. J. Political Econom. (1986) 94(4):691–719CrossrefGoogle Scholar
  • Guo L. Consumption flexibility, product configuration, and market competition. Marketing Sci. (2006) 25(2):116–130LinkGoogle Scholar
  • Iyer G., Villas-Boas J. M. A bargaining theory of distribution channels. J. Marketing Res. (2003) 40(February):80–100CrossrefGoogle Scholar
  • Mann D. P., Wissink J. P. Money-back contracts with double moral hazard. RAND J. Econom. (1988) 19(2):285–292CrossrefGoogle Scholar
  • Mayzlin D. Promotional chat on the Internet. Marketing Sci. (2006) 25(2):155–163LinkGoogle Scholar
  • McGill J. I., van Ryzin G. J. Revenue management: Research overview and prospects. Transportation Sci. (1999) 33(2):233–256LinkGoogle Scholar
  • Moorthy S., Srinivasan K. Signaling quality with a money-back guarantee: The role of transaction costs. Marketing Sci. (1995) 14(4):442–466LinkGoogle Scholar
  • Narasimhan C. Competitive promotional strategies. J. Bus. (1988) 61(4):427–449CrossrefGoogle Scholar
  • Png I. P. L. Reservations: Customer insurance in the marketing of capacity. Marketing Sci. (1989) 8(3):248–264LinkGoogle Scholar
  • Shieh S. Price and money-back guarantees as signals of product quality. J. Econom. Management Strategy (1996) 5(3):361–377CrossrefGoogle Scholar
  • Shugan S. M., Xie J. Advance-selling as a competitive marketing tool. Internat. J. Res. Marketing (2005) 22(3):351–373CrossrefGoogle Scholar
  • Varian H. A model of sales. Amer. Econom. Rev. (1980) 70(4):651–659Google Scholar
  • Walsh J. W. Flexibility in consumer purchasing for uncertain future tastes. Marketing Sci. (1995) 14(2):148–165LinkGoogle Scholar
  • Weatherford L. R., Bodily S. E. A taxonomy and research overview of perishable-asset revenue management: Yield management, overbooking, and pricing. Oper. Res. (1992) 40(5):831–844LinkGoogle Scholar
  • Xie J., Gerstner E. Service escape: Profiting from customer cancellations. Marketing Sci. (2007) 26(1):18–30LinkGoogle Scholar
  • Xie J., Shugan S. M. Electronic tickets, smart cards, and online prepayments: When and how to advance sell. Marketing Sci. (2001) 20(3):219–243LinkGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.