Suchergebnisse

"Quick commerce" refers to meeting consumers' instant needs by delivering products ordered online within minutes. Although speed is thus inherently important, little is known about how deviations from communicated delivery times (whether late or early) might affect repurchase behavior. The authors study the effects of delivery time deviations on repurchase behavior using a large, customer-level, transaction data set from a Western European food delivery service and a controlled online experiment. The results show that late (early) deliveries increase (decrease) interpurchase times; these effects diminish with larger deviations. The results also show that late deliveries have a stronger effect on repurchase behavior than early deliveries of the same magnitude. The controlled online experiment establishes customer satisfaction as the underlying psychological mechanism that mediates the effect of delivery time deviations on repurchase behavior. These findings advance understanding of delivery time deviations and repurchase behavior by complementing prior research on disconfirmed waiting times and quick commerce. Practitioners can use the results to optimize their delivery algorithms, operations, and service recovery efforts.

Abstract
Location data has become more and more accessible. Smartphone applications such as location-based services collect location data on a large scale. Up to now, most approaches have relied on past data, but new developments in machine learning and artificial intelligence will soon enable more dynamic real-time use of location data. Companies that embrace these technologies will be able to create competitive advantages.
Location data offers great potential to improve a variety of marketing decisions such as targeted pricing and advertising, store locations and in-store layout. Location based advertising is currently the most common application. It allows targeting all customers within a certain distance of a store. Besides advertising, location data can be used for dynamic pricing decisions. Customers close to competitor's locations can be charged a lower price for particular products via discounts in order to reduce switching costs. Indoor tracking can help to optimize store design or the positioning of categories and brands. Granular location data about consumers' movements hence further allows for minimizing potential offline transaction costs based on the distances to stores.

Abstract
Preference markets address the need for scalable, fast and engaging market research in new product development. The Web 2.0 paradigm, in which users contribute numerous ideas that may lead to new products, requires new methods of screening those ideas for their marketability and preference markets offer just such a mechanism. For faster new product development decisions, a flexible prioritization methodology for product features and concepts is tested. It scales up in the number of testable alternatives, limited only by the number of participants. New product preferences for concepts, attributes and attribute levels are measured by trading stocks whose prices are based upon share of choice of new products and features. Benefits of preference markets include speed, scalability, flexibility, and respondent enthusiasm for the method.

In recent years, service providers have identified the proactive postsales service (PPS) as a viable measure for preempting service failures and their negative consequences. Due to the high costs associated with PPSs, companies are looking for ways to increase their efficiency. To understand how companies can increase their revenues and lower their costs, this study investigates how cross-selling activities and different media types affect the impact of a PPS on inbound service calls and customer churn. Based on a large-scale field experiment in the telecommunications industry, as well as a controlled lab experiment, the results demonstrate the overall effectiveness of the PPS and indicate two mediating effects. While the effect of cross-selling on customer churn and service calls is mediated by the customers' uncertainty regarding the company's motives, it is the customers' perception of privacy invasion that mediates the influence of the contact medium on the effectiveness of the PPS. Our finding that PPS contacts have to be clear in their message and should not be perceived as invasive is an indication of the importance of service-(post)sales ambidexterity.