{"title":"Order Ahead for Pickup: Promise or Peril?","authors":"Yunan Liu, Luyi Yang","doi":"10.2139/ssrn.3673617","DOIUrl":"https://doi.org/10.2139/ssrn.3673617","url":null,"abstract":"Recent years have seen growing adoption of order-ahead among quick-service restaurants. Ordering ahead enables customers to place orders on demand remotely and then travel to the service facility for pickup. It is widely believed that order-ahead reduces delay and therefore attracts more orders than if customers must order on-site. We build queuing-game theoretic models to study the implications of order-ahead for delay announcement and system throughput. We show that if the market size is small, a throughput-oriented service provider should give no real-time delay information to remote customers; if the market size is intermediate, the service provider should still withhold delay information from remote customers but reveal it to in-store customers; if the market size is large, the service provider should share delay information with remote customers. Contrary to conventional wisdom, the prevailing order-ahead model used in practice may yield a lower throughput than the order-onsite model. We propose two approaches to mitigate this throughput deficiency. The first approach rejects new orders at the outset if there are already too many outstanding ones; the second approach allows customers to cancel their orders in the process if they so choose. While both approaches restore the throughput superiority of order-ahead over order-onsite, neither always dominates the prevailing order-ahead model that does not support rejection or cancellation.","PeriodicalId":129855,"journal":{"name":"MKTG: Services Marketing (Topic)","volume":"439 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-08-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122888492","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Ideal Store Locations for Indian Retailers – An Empirical Study","authors":"Ganesha H. R., P. Aithal, K. P.","doi":"10.47992/ijmts.2581.6012.0090","DOIUrl":"https://doi.org/10.47992/ijmts.2581.6012.0090","url":null,"abstract":"Majority of brick-and-mortar retailers in India assume that; (a) stores in locations where there is higher consumer walk-ins/traffic generate higher revenue and profit, (b) consumers spend is higher in premium locations, (c) it is easier to attract consumers if the store is located in malls, (d) stores in premium locations helps in building premium perceptions about the retail brand in consumers and competitors mind, (e) it is difficult to attract and acquire consumers for high street stores, (f) institutional stores are not long-term and most importantly, (g) magnitude of revenue that would be generated by a store is important while considering a location. Such assumptions and misconceptions have resulted in increasing challenges with respect to maintaining consistent growth and sustainable store profits. Brick-and-mortar retailers need to understand the importance of store location in relation to retailer’s overall brand image, target consumer group and its implications on the overall store profitability and consumer perceptions rather applying standard thumb rules, assumptions and misconceptions followed by competitors or even short-term lucrative deals offered by site owners/managers. In this research, we have analysed twelve months actual sales data across high street stores, mall stores and institutional stores of a select retailer and drawn insights to recommend brick-and-mortar retailers the right strategy of store locations choice and store locations mix to gain long-term strategic and competitive advantage.","PeriodicalId":129855,"journal":{"name":"MKTG: Services Marketing (Topic)","volume":"68 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-05-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131555335","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Use of SERVQUAL Model for Assessment of Services Quality of 4G Services","authors":"Neha Agarwal","doi":"10.2139/ssrn.2962869","DOIUrl":"https://doi.org/10.2139/ssrn.2962869","url":null,"abstract":"Service quality is considered as a critical for the success of any services offered to the customers. The present study assesses the service quality of Reliance 4G services in Guwahati area. The purpose of the study is to measure the gap between expected and perceived service of Reliance Jio with the help of SERVQUAL model. The study was conducted with 100 Reliance Jio 4G customers selected on the basis of convenience sampling. The study period is January to March, 2017. The study observed that significant gap exists among the customers in respect of 4G services offered by Reliance Jio. Expectation scores were found higher than perceived services in all the dimension of the model.","PeriodicalId":129855,"journal":{"name":"MKTG: Services Marketing (Topic)","volume":"128 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-05-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127033804","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"When Franchisee's Service Affects Demand: An Application to the Car Radiator Market and Resale Price Maintenance","authors":"T. Kim","doi":"10.2139/ssrn.2638077","DOIUrl":"https://doi.org/10.2139/ssrn.2638077","url":null,"abstract":"It is well understood that franchisee service is important to the study of franchising because it affects demand and channel performance. Many academic works address the service provision of franchisees, but that service has been difficult to quantify empirically as data are often scarce. I propose an empirical framework exploring the effect of the franchisee’s unobserved endogenous service on demand in conjunction with price and other marketing mix variables. I apply it to a unique data set from a franchise network in the car radiator market and find the economic value of unobserved franchisee service to be approximately $11–$16 for a radiator costing $105. I then explorer maximum resale price restraint and show that it can increase channel profit and franchisor royalty income as long as franchisees do not overly reduce service. Ignoring that the service provision is a franchisee's endogenous decision may result in misleading policy recommendations.","PeriodicalId":129855,"journal":{"name":"MKTG: Services Marketing (Topic)","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2017-02-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131238282","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Analyse Du Processus De La Décision D’Achat Dans Le Social E-Commerce (Process Analysis of the Purchasing Decision in the Social E-Commerce)","authors":"T. Abdellatif","doi":"10.2139/SSRN.2808136","DOIUrl":"https://doi.org/10.2139/SSRN.2808136","url":null,"abstract":"French Abstract: Il est important pour les futures entreprises basees sur le web de comprendre la valeur des communautes virtuelles pour pouvoir cibler de nouveaux et de potentiels cyberacheteurs (Lorenzo, Constantinides, Geurts, & Gomez, 2007; Wu, Ye, S. Yang,Wang &, 2009).Dans cet article, nous visons a contribuer a cet effort de recherche en evaluant les effets du web social sur diverses etapes de la prise de decision d'achat. Nous proposons un modele pour mieux comprendre le commerce sur le web social.Notre objectif est d'identifier et de discuter des divers facteurs sociaux qui influencent les differentes etapes du processus de decision d'un client, tout en presentant un modele pour comprendre le e-commerce social.Notre but est de mettre en evidence les facteurs affectant le processus decisionnel dans le Social E-commerce et analyser l’interdependance des etapes aboutissant a l’achat.English Abstract: It is important for future web-based companies to understand the value of virtual communities in order to identify new and potential shoppers (Lorenzo, Constantinides, Geurts, & Gomez, 2007; Wu Ye, S. Yang, Wang &, 2009).In this article, we aim to contribute to this research effort assessing the effects of the social web on various stages of making purchasing decision. We propose a model for understanding the market on the social web.Our goal is to identify and discuss the various social factors that influence the different stages of the decision process of a client, while providing a model for understanding the social e-commerce.Our goal is to highlight the factors affecting the decision-making process in the Social E-commerce and analyze the interdependence of the steps leading to the purchase.","PeriodicalId":129855,"journal":{"name":"MKTG: Services Marketing (Topic)","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2014-07-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132613604","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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