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http://hdl.handle.net/10397/89887
Title: | The bright and dark sides of customer switching | Authors: | Cai, D Jiang, L |
Issue Date: | Jun-2020 | Source: | Production and operations management, June 2020, v. 29, no. 6, p. 1381-1396 | Abstract: | We investigate price and stock competition between two retailers selling to a market with uncertain size. Prior to knowing the actual market size, retailers choose stocking quantities before prices under prestocking but adopt the reverse sequence under prepricing. After the actual market size is realized, each customer chooses to purchase from a retailer to maximize utility. Each retailer satisfies its local demand up to availability. A customer with unmet demand at the local retailer may continue to visit the other retailer; we call this phenomenon customer switching. Absent customer switching, retailers always choose the same price and stocking quantity, and tailor decisions to suit market conditions. In the presence of customer switching, product value and market condition are crucial to whether and how retailers adapt their strategies. Retailers can adopt differential strategies, whereby the retailer that overprices the other stocks more as well, to profit from accommodating the spillover demand. Customer switching can also force the retailers to price low and stock less while both could benefit from pricing high and stocking more. These findings are robust with respect to the decision sequence. Compared to prepricing, prestocking weakens retailers’ incentive for strategic divergence but enables them to make higher profits when the market condition is sufficiently optimistic. | Keywords: | Customer switching Price competition Stock competition Strategic divergence |
Publisher: | Wiley-Blackwell | Journal: | Production and operations management | ISSN: | 1059-1478 | EISSN: | 1937-5956 | DOI: | 10.1111/poms.13167 | Rights: | © 2020 Production and Operations Management Society This is the peer reviewed version of the following article: Cai, D., Jiang, L. (2020). The Bright and Dark Sides of Customer Switching. Production and Operations Management, 29(6), 1381-1396, which has been published in final form at https://doi.org/10.1111/poms.13167. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. This article may not be enhanced, enriched or otherwise transformed into a derivative work, without express permission from Wiley or by statutory rights under applicable legislation. Copyright notices must not be removed, obscured or modified. The article must be linked to Wiley’s version of record on Wiley Online Library and any embedding, framing or otherwise making available the article or pages thereof by third parties from platforms, services and websites other than Wiley Online Library must be prohibited. |
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