The effect of permanent product discounts and order coupons on purchase incidence,purchase quantity,and spending

This paper examines the influence of a permanent discount strategy on customer purchase behavior, i.e., purchase incidence in each week, purchase quantity (in units), and total order spending (in CNY). Permanent discounts are defined as discounts continuously provided by retailers. We identify two types of permanent discounts, namely, product-specific price discounts (PD) and order coupons (OD, which can be redeemed for a total order). We collect transactional data from a Chinese online retailer and empirically examine the effects of the two types of permanent discounts and customers’ expectations of PD and OD. We find nonlinear relationships between permanent discounts and customer purchase behavior. PDs negatively influence spending when they are lower than 19% but show a positive effect beyond this threshold, hence depicting a U-shaped relationship. They also affect purchase quantity positively but at a decreasing rate. Customer expectations of PD influence purchase incidence, spending, and purchase quantity following a U-shaped patter with a positive influence appearing when PD expectations are high than 31%, 27%, and 18% respectively. On the other hand, ODs influence spending and purchase quantity positively at an increasing rate. Customer expectations of OD influence purchase incidence, spending, and purchase quantity following a U-shaped relationship where the positive influence on purchase incidence shows beyond OD expectations of 426 CNY, and the positive effect appearing on spending and purchase quantity when these expectations are higher than 34 CNY. We also find that customer expectations of discounts interact with current discount levels in their influence on spending. Combining these results and considering that order coupons negatively affect the profit margin of the total basket, we suggest that retailers should offer order coupons with relatively low value but product-specific price discounts with high discount depth.     

Social media affordances: Enabling customer engagement

Despite the acknowledged importance of social media for customer engagement, our understanding of this phenomenon is limited and new theories can help shed further light on the unique features of social media in the tourism context. Our work contributes to the literature by adopting an affordance perspective that leads us to identify three distinctive social media affordances for customer engagement in tourism: persistent engagement, customized engagement, and triggered engagement. Our work also extends prior research on customer engagement by examining the process of recognition (proprioception, exteroception and coperception) through which organizations engage customers in social media.     

Recessionary period activities in forest sector firms: Impacts on innovativeness

The Global Financial Crisis (GFC) provides a unique setting to study innovativeness and customer orientation in forest sector firms. Considerable research has focused generally on innovativeness in forest sector firms, but little attention has been given to the actions of firms to the chaotic market environment during the GFC. Our objective is to clarify how a customer orientation and the practice of developing new markets during a market downturn results in enhanced knowledge-based resources, manifested as increased innovativeness. Our longitudinal design includes data representing 2012 and 2015 from 89, US-based forest sector firms. Responding firms are more focused on process than product innovativeness. During the GFC, responding firms concentrated more on foreign market development than on domestic market development. Firms with a stronger customer orientation in response to the GFC realized higher innovativeness post-GFC. Also, firms actively developing new foreign markets in response to the GFC realized higher process innovativeness. Our results support a stronger customer focus for forest sector firms as it translates to increased innovativeness and potentially improved product development. In addition, allocating resources to foreign market development during financial downturns can be a strategy to build innovativeness.     

Using verbal attention to enhance restaurant customer satisfaction and behavior

Managing and developing positive customer relationships is a critical factor in the success of a restaurant. In this study, waitresses either asked customers about their satisfaction with the food or service before proposing tea or coffee, or they directly proposed coffee or tea without asking about satisfaction. It was found that the number of customers who ordered coffee/tea was significantly higher when the waitress asked the customers about their satisfaction. The theoretical and practical interest of studying the effect of verbal communication toward customers is discussed.     

商业信用与合作型客户关系的构建——基于提供给大客户应收账款的经验证据

利用我国上市公司前5名应收账款欠款人信息以及前5名大客户信息的披露数据,本文较为直接地考察了企业是否以及如何利用应收账款的产品质量担保功能与大客户构建合作型客户关系。研究结果表明,客户集中度越高,企业提供给大客户的信用政策越宽松,即应收账款金额越多,信用期限越长;进一步研究发现,在与主要客户地理位置相似度较低的企业、处于竞争性行业的企业以及营商环境较好的地区,上述两者之间的正相关关系有所增强。最后,本文发现,在与大客户构建合作型客户关系时,企业向这些大客户提供的应收账款越多,企业的业绩越好。     

A game theoretic approach for analyzing the competition between national and store brands by considering store loyalty

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DEMAND,CUSTOMER BASE‐LINE AND DEMAND RESPONSE IN THE ELECTRICITY MARKET: A SURVEY

The increasing use of demand‐side management, as a tool to reliably meet electricity demands at peak time, has stimulated interest among researchers, consumers and producer organiza‐tions, managers, regulators and policymakers. This research reviews the growing literature on models which are used to study demand, customer base‐line (CBL) and demand response in the electricity market. After characterizing the general demand models, the CBL, based on which the demand response models are studied, is reviewed. Given the experience gained from the review and existing conditions, the study combines an appropriate model for each case for a possible application to the electricity market; moreover, it discusses the implications of the results. In the literature, these aspects are studied independently. The main contribution of this survey is attributed to the treatment of the three issues as sequentially interdependent. The review is expected to enhance the understanding of the demand, CBL and demand response in the electricity market and their relationships. The objective is conducted through a combination of demand and supply side managements in order to reduce demand through different demand response programs during peak times. This enables electricity suppliers to save costly electricity generation and at the same time reduce energy vulnerability.     

Development of a service continance model with IT service antecedents

This study make provides service marketers, particularly those delivering information technology (IT) related service, with insight to the factors that consumers use when evaluating IT services. We develop a service continuance model that includes the antecedents of the consumer׳s decision to continue using information technology (IT) related services in a B2C service environment. Using data from the smart phone service consumers, a covariance-based structural equation modeling analysis is used to test the research model. Results from our empirical study suggest that the association between service usefulness and service continuation intention is fully mediated by service satisfaction. Though both system-service quality and customer-service quality are positively associated with service satisfaction, consumers of IT related services attach greater importance to system-service quality than to custom service quality. Likewise, the indirect path to service continuation intention is stronger in system-service quality than in customer-service quality. Our findings have practical implication for growing market share in IT related services by recognizing the importance of system-service quality in technology service delivery.     

E-loyalty driven by website quality: The case of destination marketing organization websites

The capability of website quality management to drive tourism customer e-loyalty is the key factor to achieve superior performance of destination marketing organization (DMO) website operations. The quality management approaches that revolve around website design quality and online relationship quality have drawn intensive attention from e-loyalty researchers in recent years. Thorough empirical investigation, however, still lacks in incorporating the integrative impact generated by the two approaches into DMO website quality management. The current study introduces and validates a theoretical framework based on such impact. As the research result reveals, six facets predict tourism customer e-loyalty directly: informational usefulness, navigational effectiveness, aesthetic appeal, entertainment, social presence, and self-concept congruity embedded in the functional, emotional, and symbolic dimensions of website design quality. Online relationship quality, comprised of relationship satisfaction and relationship trust, plays a partial mediator role in amplifying the e-loyalty driving effect of website design quality in the DMO website context.