Firms must take full advantage of Net-based e-service opportunities, particularly in the transition of products to services, to garner long-term customer relationships and loyalty.
Companies that offer loyalty reward programs believe that their programs have a long-run positive effect on customer evaluations and behavior. However, if loyalty rewards programs increase relationship durations and usage levels, customers will be increasingly exposed to the complete spectrum of service experiences, including experiences that may cause… (More)
The era of Web 2.0 is upon us. The Web 2.0 platform is a networked world supporting individual users creating content individually and collectively, sharing and updating information and knowledge using sophisticated, diverse sharing devices and tools, and remixing and improving on content created by each other. It is a network platform that allows high… (More)
The increasing importance of information technology (IT) services in the global economy prompts researchers in the field of information systems (IS) to give special attention to the foundations of managerial and technical knowledge in this emerging arena of knowledge. Already we have seen the computer science (CS) discipline embrace the challenges of… (More)
O nline information servers that provide access to diverse databases where users can search for, browse through, and download the information they need have been rapidly increasing in number in the past few years. Online vendors have traditionally charged users for information on the based on the length of the time they were connected to the databases. With… (More)
In designing consumer durables such as appliances and power tools, it is important to account for variations in product performance across different usage situations and conditions. Since the specific usage of the product and the usage conditions can vary, the resultant variations in product performance also can impact consumer preferences for the product.… (More)
We present an integrated design and marketing approach to facilitate the generation of an optimal robust set of product design alternatives to carry forward to the prototyping stage. The approach considers variability in both (i) engineering design domain, and (ii) customer preferences in marketing domain. In the design domain, the approach evaluates… (More)
Wireless commerce is viewed as the extension of the Internet-based e-commerce beyond the static terminal of the PC or the Web-TV to the flexible anytime, anywhere, anyplace context of the mobile environment. While many in the industry and popular press seem to equate the world of Internet e-commerce and wireless commerce as one and the same, there are… (More)