Modeling customer reactions to sales attempts: If cross-selling backfires

Journal of Service Research

Volumn 13, Issue 2, 2010, Pages 168-183

  Güneş, Evrim D ^a   Akşin, O Zeynep ^a   Örmeci, E Lerzan ^a   Özden, S Hazal ^b  

^a KOÇ UNIVERSITY   (Turkey)

^b KoSistem Information Communication Services Inc   (Turkey)

Author keywords

Call center; Customer behavior modeling; Customer relationship management; Markov decision model; Quasi experiment; Random coefficient logit estimation

Indexed keywords

EID: 77952508042     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670509352677     Document Type: Article

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