Counting your customers: who are they and what will they do next?
Management Science
Mailing decisions in the catalog sales industry
Management Science
Reducing buyer search costs: implications for electronic marketplaces
Management Science - Special issue: Frontier research on information systems and economics
Management Science - Special issue on the performance of financial Institutions
Bundling Information Goods: Pricing, Profits, and Efficiency
Management Science
E-Supply Chain: Using the Internet to Revolutionize Your Business
E-Supply Chain: Using the Internet to Revolutionize Your Business
Return on Quality at Chase Manhattan Bank
Interfaces
Customer Referral Management: Optimal Reward Programs
Marketing Science
Assessing the Service-Profit Chain
Marketing Science
E-service: a new paradigm for business in the electronic environment
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
Internet Shopping Agents: Virtual Co-Location and Competition
Marketing Science
The Role of the Management Sciences in Research on Personalization
Management Science
Revenue Management and E-Commerce
Management Science
Modeling the Clickstream: Implications for Web-Based Advertising Efforts
Marketing Science
A Comparison of Online and Offline Consumer Brand Loyalty
Marketing Science
The Effects of Effort and Intrinsic Motivation on Risky Choice
Marketing Science
Contingent Pricing to Reduce Price Risks
Marketing Science
Consumer Learning, Brand Loyalty, and Competition
Marketing Science
Implications of Reduced Search Cost and Free Riding in E-Commerce
Marketing Science
Nonlinear Pricing of Information Goods
Management Science
Using Online Conversations to Study Word-of-Mouth Communication
Marketing Science
Do Returns Policies Intensify Retail Competition?
Marketing Science
Reply to "Do Returns Policies Intensify Retail Competition?"
Marketing Science
Optimizing the Marketing Interventions Mix in Intermediate-Term CRM
Marketing Science
International Journal of Electronic Commerce
Communications of the ACM - Services science
A research manifesto for services science
Communications of the ACM - Services science
Understanding service sector innovation
Communications of the ACM - Services science
What academic research tells us about service
Communications of the ACM - Services science
Semantics to energize the full services spectrum
Communications of the ACM - Services science
Resource planning for business services
Communications of the ACM - Services science
Communications of the ACM - Services science
The evolution and discovery of services science in business schools
Communications of the ACM - Services science
Service systems, service scientists, SSME, and innovation
Communications of the ACM - Services science
The Clarion Call for modern services: China, Japan, Europe, and the U.S.
Communications of the ACM - Services science
Editorial: Does Good Marketing Cause Bad Unemployment?
Marketing Science
Invited Commentary---Linking Service and Finance
Marketing Science
Invited Commentary---Internet-Based Service Institutions
Marketing Science
Invited Commentary---Why Does Poor Service Prevail?
Marketing Science
Zooming In: Self-Emergence of Movements in New Product Growth
Marketing Science
Financing as a Marketing Strategy
Marketing Science
Firm-Created Word-of-Mouth Communication: Evidence from a Field Test
Marketing Science
Determining Optimal CRM Implementation Strategies
Information Systems Research
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
Do customization programs of e-commerce companies lead to better relationship with consumers?
Electronic Commerce Research and Applications
Nonparametric hierarchal bayesian modeling in non-contractual heterogeneous survival data
Proceedings of the 19th ACM SIGKDD international conference on Knowledge discovery and data mining
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Given the growth of the service sector, and advances in information technology and communications that facilitate the management of relationships with customers, models of service and relationships are a fast-growing area of marketing science. This article summarizes existing work in this area and identifies promising topics for future research. Models of service and relationships can help managers manage service more efficiently, customize service more effectively, manage customer satisfaction and relationships, and model the financial impact of those customer relationships. Models for managing service have often emphasized analytical approaches to pricing, but emerging issues such as the trade-off between privacy and customization are attracting increasing attention. The trade-offs between productivity and customization have also been addressed by both analytical and empirical models, but future research in the area of service customization will likely place increased emphasis on e-service and truly personalized interactions. Relationship models will focus less on models of customer expectations and length of relationship, and more on modeling the effects of dynamic marketing interventions with individual customers. The nature of service relationships increasingly leads to financial impact being assessed within customer and across product, rather than the traditional reverse, suggesting the increasing importance of analyzing customer lifetime value (CLV) and managing the firm's customer equity.