Managing Retention in Service Relationships

Published Online:https://doi.org/10.1287/mnsc.2013.1775

References

  • Adelman D, Mersereau AJ (2013) Dynamic capacity allocation to customers who remember past service. Management Sci. 59(3):592–612.LinkGoogle Scholar
  • Araman VF, Popescu I (2010) Media revenue management with audience uncertainty: Balancing upfront and spot market sales. Manufacturing Service Oper. Management 12(2):190–212.LinkGoogle Scholar
  • Baucells M, Sarin RK (2010) Predicting utility under satiation and habit formation. Management Sci. 56(2):286–301.LinkGoogle Scholar
  • Berger PD, Nasr NI (1998) Customer lifetime value: Marketing models and applications. J. Interactive Marketing 12(1):17–30.CrossrefGoogle Scholar
  • Bertsekas DP, Shreve SE (1996) Stochastic Optimal Control: The Discrete Time Case (Athena Scientific, Nashua, NH).Google Scholar
  • Bitran GR, Ferrer J-C, Rocha e Oliveira P (2008) Managing customer experiences: Perspectives on the temporal aspects of service encounters. Manufacturing Service Oper. Management 10(1):61–83.LinkGoogle Scholar
  • Bolton R, Tarasi C (2006) Managing customer relationships. Rev. Marketing Res. 3:3–38.CrossrefGoogle Scholar
  • Bolton RN, Drew JH (1991) A longitudinal analysis of the impact of service changes on customer attitudes. J. Marketing 55(1):1–9.CrossrefGoogle Scholar
  • Bolton RN, Kannan PK, Bramlett MD (2000) Implications of loyalty program membership and service experiences for customer retention and value. J. Acad. Marketing Sci. 28(1):95–108.CrossrefGoogle Scholar
  • Bolton RN, Lemon KN, Bramlett MD (2006) The effect of service experiences over time on a supplier's retention of business customers. Management Sci. 52(12):1811–1823.LinkGoogle Scholar
  • Boulding W, Kalra A, Staelin R, Zeithaml VA (1993) A dynamic process model of service quality: From expectations to behavioral intentions. J. Marketing Res. 30(1):7–27.CrossrefGoogle Scholar
  • Brickman P, Campbell DT (1971) Hedonic relativism and planning the good society. Appley MH, ed. Adaptation-Level Theory: A Symposium (Academic Press, Waltham, MA), 287–302.Google Scholar
  • Caulkins JP, Feichtinger G, Haunschmied J, Tragler G (2006) Quality cycles and the strategic manipulation of value. Oper. Res. 54(4):666–677.LinkGoogle Scholar
  • Cronin JJ, Taylor SA (1992) Measuring service quality: A reexamination and extension. J. Marketing 56(3):55–68.CrossrefGoogle Scholar
  • DeVine J, Gilson K (2010) Using behavioral science to improve the customer experience. McKinsey Quart. (February), http://www.mckinsey.com/insights/operations/using_behavioral_science_to_improve_the_customer_experience.Google Scholar
  • Entel T (2007) The Empathy Engine: Turning customer service into sustainable advantage. White Paper, Booz & Company, New York.Google Scholar
  • Fader PS, Hardie BGS (2009) Probability models for customer-base analysis. J. Interactive Marketing 23(1):61–69.CrossrefGoogle Scholar
  • Gans N (2003) Customer loyalty and supplier quality competition. Management Sci. 48(2):207–221.LinkGoogle Scholar
  • Gaur V, Park Y-H (2007) Asymmetric consumer learning and inventory competition. Management Sci. 53(2):227–240.LinkGoogle Scholar
  • Gupta S, Zeithaml V (2006) Customer metrics and their impact on financial performance. Marketing Sci. 25(6):718–739.LinkGoogle Scholar
  • Hall J, Porteus E (2000) Customer service competition in capacitated systems. Manufacturing Service Oper. Management 2(2):144–165.LinkGoogle Scholar
  • Ho T-H, Park Y-H, Zhou Y-P (2006) Incorporating satisfaction into customer value analysis: Optimal investment in lifetime value. Marketing Sci. 25(3):260–277.LinkGoogle Scholar
  • Hogarth RM, Einhorn HJ (1992) Order effects in belief updating: The belief-adjustment model. Cognitive Psych. 24(1):1–55.CrossrefGoogle Scholar
  • Jones TO, Sasser WE Jr (1995) Why satisfied customers defect. Harvard Bus. Rev. 73(6):88–91.Google Scholar
  • Kahneman D, Wakker PP, Sarin R (1997) Back to Bentham? Explorations of experienced utility. Quart. J. Econom. 112(2):375–405.CrossrefGoogle Scholar
  • Lewis M (2005) A dynamic programming approach to customer relationship pricing. Management Sci. 51(6):986–994.LinkGoogle Scholar
  • Liu BS-C, Petruzzi NC, Sudharshan D (2007) A service effort allocation model for assessing customer lifetime value in service marketing. J. Services Marketing 21(1):24–45.CrossrefGoogle Scholar
  • Liu Q, van Ryzin G (2011) Strategic capacity rationing when customers learn. Manufacturing Service Oper. Management 13(1):89–107.LinkGoogle Scholar
  • Nerlove M, Arrow KJ (1962) Optimal advertising policy under dynamic conditions. Economica 29(114):129–142.CrossrefGoogle Scholar
  • Olsen TL, Parker RP (2008) Inventory management under market size dynamics. Management Sci. 54(10):1805–1821.LinkGoogle Scholar
  • Ovchinnikov A, Boulu-Reshef B, Pfeifer P (2012) Revenue management with lifetime value considerations. Working paper, University of Virginia, Charlottesville. http://dx.doi.org/10.2139/ssrn.1763804.Google Scholar
  • Pfeifer PE, Ovchinnikov A (2011) A note on willingness to spend and customer lifetime value for firms with limited capacity. J. Interactive Marketing 25(3):178–189.CrossrefGoogle Scholar
  • Popescu I, Wu Y (2007) Dynamic pricing strategies with reference effects. Oper. Res. 55(3):413–429.LinkGoogle Scholar
  • Radner R (2003) Viscous demand. J. Econom. Theory 112(2):189–231.CrossrefGoogle Scholar
  • Rust RT, Chung TS (2006) Marketing models of service and relationships. Marketing Sci. 25(6):560–580.LinkGoogle Scholar
  • Rust RT, Lemon KN, Zeithaml VA (2004) Return on marketing: Using customer equity to focus marketing strategy. J. Marketing 68(1):109–127.CrossrefGoogle Scholar
  • Sun B, Li S (2011) Learning and acting on customer information: A simulation-based demonstration on service allocations with offshore centers. J. Marketing Res. 48(1):72–86.CrossrefGoogle Scholar
  • Topkis DM (1998) Supermodularity and Complementarity (Princeton University Press, Princeton, NJ).CrossrefGoogle Scholar
  • Tversky A, Kahneman D (1991) Loss aversion in riskless choice: A reference-dependent model. Quart. J. Econom. 106(4):1039–1061.CrossrefGoogle Scholar
  • Zeithaml VA (2000) Service quality, profitability, and the economic worth of customers: What we know and what we need to learn. J. Acad. Marketing Sci. 28(1):67–85.CrossrefGoogle 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.