Sterling A. Bone, Utah State University
Katherine N. Lemon, Boston College
Clay M. Voorhees, Michigan State University
Katie A. Liljenquist, Brigham Young University
Paul M. Fombelle, Northeastern University
Kristen B. DeTienne, Brigham Young University
Blog Posts
Mere Measurement “Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior (New)
A Value-Based Information Technology Services Pricing Strategies
* Haluk Demirkan, Arizona State University
Robert R. Harmon, Portland State University
Product Line Extension in Consumer Software Markets in the Presence of Free Alternatives (New)
Aaron Baird, Georgia State University,
Chadwick Miller, Washington State University
T. S. Raghu, Arizona State University
Rajiv K. Sinha, Arizona State University
Leveraging the Capabilities of Service-Oriented Decision Support Systems: Putting Analytics and Big Data in Cloud
Haluk Demirkan, Arizona State University
Dursun Delen, Oklahoma State University
Interactive Services: A Framework, Synthesis and Research Directions
Ruth N. Bolton, Marketing Science Institute
Shruti Saxena-Iyer, Arizona State University
Can snooty staff of luxury stores boost sales? What research actually tells us.
New research by Darren Dahl, University of British Columbia, and Morgan Ward, Southern Methodist University, “Should the Devil Sell Prada? Retail Rejection Increases Aspiring Consumers’ Desire for the Brand” received a lot of attention in the press lately.
Doing it the Hard Way: Low Control Drives Preferences for High Effort Products and Services
Keisha Cutright, University of Pennsylvania
Adriana Samper, Arizona State University
Learning by Customers as Co-Producers in Financial Services: An Empirical Study of the Effects of Learning Channels and Customer Characteristics (New)
Joy M. Field, Boston College
Mei Xue, Boston College
Lorin M. Hitt, The Wharton School, University of Pennsylvania
The Effect of Customer Information During New Product Development On Profits From Goods and Services
Lars Witell, Karlstad University
Anders Gustafsson, Karlstad University
Michael D. Johnson, Cornell University
Purpose – This study aims to investigate how customer information obtained at different phases of a new product development (NPD) process influences profits from new offerings.
Managing the Customer Portfolio to Improve Service and Financial Performance
Few firms consider “whether all of their individually desirable customers are, from the standpoint of risk, desirable collectively” (Dhar and Glazer 2003). Dr.
Evaluation and Measurement of Patient Experience
Sheri LaVela, Northwestern University
Andrew S. Gallan, DePaul University
Comparing the Relative Effectiveness of Advertising Channels: A Case Study of a Multimedia Blitz Campaign
Tracey Dagger, Monash University
Peter Danaher, Melbourne Business School
Small Details That Make Big Differences: A Radical Approach to Consumption Experience as a Firm’s Differentiating Strategy
Ruth N. Bolton, Arizona State University
Anders Gustafsson, Karlstad University and BI – Norwegian Business School
Janet R. McColl-Kennedy, The University of Queensland
Nancy J. Sirianni, Northeastern University
David K. Tse, Hong Kong University
Extended Service Warranties: Why Are They Purchased?
Warranties have traditionally been used as a means to signal to potential customers that the product is high-quality and to allay customers’ anxiety over purchasing a new product of unknown reliabi
High Tech and High Touch: A Framework for Understanding User Attitudes and Behaviors Related to Smart Interactive Services
Nancy Wünderlich, University of Paderborn, Germany
Florian von Wangenheim, Technical University of Munich, Germany
Mary Jo Bitner, Arizona State University
Negative Critical Waves in Business Relationships: An Extension of the Critical Incident Perspective (New)
Bo Edvardsson, Karlstad University, Sweden
Christian Kowalkowski, Hanken School of Economics, Finland
Tore Strandvik, Hanken School of Economics, Finland
Päivi Voima, Hanken School of Economics, Finland
Developing a Framework to Improve Virtual Shopping In Digital Malls with Intelligent Self-Service Systems
Haluk Demirkan, University of Washington-Tacoma
James C. Spohrer, IBM
An Expanded and Strategic View of Discontinuous Innovations: Deploying a Service-Dominant Logic
Stefan Michel, IMD
Stephen W. Brown, Arizona State University
Andrew S. Gallan, DePaul University
Quid Pro Quo: Free Online Services in Exchange for User Data
We all enjoy using Internet services for free: communities, news websites and other web services often do not charge their users. In order to survive, free sites depend on advertising revenues.
Health Care Customer Value Co-Creation Practice Styles
Janet R. McColl-Kennedy, University of Queensland
Stephen L. Vargo, University of Hawai’i
Tracey Dagger, Monash University
Jillian C. Sweeney, University of Western Australia
Yasmin van Kasteren, University of Queensland