Given the growth of the service sector, and advances in information technology and
communications that facilitate the management of relationships with customers, models of …

Many retailers have collected large amounts of customer data using, for example, loyalty
programs. We provide an overview of the extant literature on customer relationship …

Internet advertising has been the fastest growing advertising channel in recent years, with
paid search ads comprising the bulk of this revenue. We present results from a series of …

The need to understand the relationships among customer metrics and profitability has
never been more critical. These relationships are pivotal to tracking and justifying firms' …

The authors develop a model of customer channel migration and apply it to a retailer that
markets over the Web and through catalogs. The model identifies the key phenomena …

We document the hidden costs of a popular nudge and show how these costs distort policy
making when neglected. In a field experiment with a charity, we find reminders increasing …

Despite the proliferation of loyalty programs in a wide range of categories, there is little
empirical research that focuses on the measurement of such programs. The key to …

A basic yet crucial question is: why should the firm engage in database marketing? We
discuss three fundamental motivations: enhancing marketing productivity, creating and …

This research models the dynamics of customer relationships using typical transaction data.
Our proposed model permits not only capturing the dynamics of customer relationships, but …

Using real-life purchase behavior data of apparel and survey information, this study
compares the Relationship Quality and the Theory of Planned Behavior models. The attitude …