http://repub.eur.nl/res/aut/1741/ List of Publications en http://repub.eur.nl/static-eur/img/logo.png http://repub.eur.nl http://repub.eur.nl/res/pub/21923/ 2011-11-01T00:00:00Z The growing trend of networking in recent years has led to an increase in number of loyalty program partnerships, most notably multi-vendor loyalty programs (MVLP). In an MVLP (as in other types of LPs), cardholders frequently receive promotional mailings intended to increase sales at the participating vendors. This study examines individual vendor and joint (multiple vendors) promotions on the sales performance of five main vendors within an MVLP. Findings of the study indicate low responsiveness of cardholders to LP-induced promotions. The responsiveness may be improved if multiple communication channels are used jointly to present an individual-vendor promotion. Moreover, this is one of the first empirical studies to investigate potential networking benefits of coalitions in an MVLP. Empirical evidence of coalition benefits of promotions is lacking, because we find neither stronger effects for joint-relative to individual promotions nor significant spillover effects of promotions across vendors (i. e., cross-vendor effects). The current study offers potential explanations for these findings. http://repub.eur.nl/res/pub/23957/ 2009-12-01T00:00:00Z Post-adoption usage can be a crucial element in obtaining substantial revenues from new service introduction, especially when adopters display low usage levels or decide to disadopt the service altogether. Here, the authors specifically examine the effects of adoption timing on post-adoption usage and disadoption. Using a longitudinal, individual-level usage data set of 6296 adopters of a new telecom service, they show that the earliest adopters have lower initial usage levels than do later adopters. However, early adopters show increasing usage after adoption, whereas late adopters tend to decrease their usage over time. Also, disadoption rates are higher among later adopters. http://repub.eur.nl/res/pub/18402/ 2009-03-01T00:00:00Z This study investigates the impact of selection criteria associated with interpersonal interaction (such as good personal relationships) on supplier consideration. More specifically, it examines how the importance of these criteria depends upon service-related dimensions. This is an experimental study among client firms in the market research industry, which combines a conjoint and between-subjects design to lead to several new insights. First, while good personal relationships play an important role in the selection of a service provider, their impact increases if the service offering is subjective in nature, but it decreases if it is strategically important. Second, enriching the service offering with interpretation and advice is more important for subjective as well as for strategically important service offerings. Third, as to other selection criteria, the study results show some interesting differences between consideration and choice. Price has a substantive impact on choice alone, while a strong brand name is helpful for the service provider only in the consideration stage. http://repub.eur.nl/res/pub/13615/ 2008-10-24T00:00:00Z This study contributes to the retail adoption literature by explicitly focusing on the role of both profit-related and relationship variables in explaining new product adoption decisions by retailers, instead of considering either one of these groups of variables in isolation as has been done by previous retail adoption studies. Moreover, it specifically addresses how both relationship quality and a retailer’s dependence on the manufacturer moderate the effect of profit drivers. Using a sample of 392 new product adoption decisions by four Dutch retailers, the authors estimate a random effects logit model to explain adoption decisions. The results show significant positive main effects of gross margin, consumer support, product uniqueness, relationship quality and the retailer’s dependency on the manufacturer on the adoption decision. Moreover, the authors find that improved relationship quality tends to reduce the importance of both gross margin and consumer support in the adoption decision process, but surprisingly leads to a stronger impact of trade support. The moderating effect of the retailer’s dependence on the manufacturer also differs between profit drivers, such that it decreases the positive impact of gross margin, consumer support and product uniqueness, and it increases the negative effect of store brand cannibalization. http://repub.eur.nl/res/pub/13466/ 2008-04-04T00:00:00Z Universiteiten doen hun best om hoge studentevaluaties te krijgen voor hun curriculum. Er wordt gewoonlijk vanuit gegaan dat hogere evaluaties een positief effect hebben op het marktaandeel van de universiteit. In dit artikel wordt aangetoond dat dit niet altijd zo hoeft te zijn. http://repub.eur.nl/res/pub/13792/ 2008-01-01T00:00:00Z In contrast to books and compact discs, the number of complex services offered on the Internet is still small. The decision-making process for complex services is different because it has an additional intermediate step of "indication of interest." The Web site is (a) visited and searched for information; subsequently, (b) a request for the service is made, which may lead to (c) a purchase. The authors acquired a unique data set from an online Dutch financial service provider, which offers services such as mortgage loans and insurance on the Internet on behalf of financial institutions. They also obtained information on whether the request for the service resulted in a purchase. The authors used the available information to predict the purchase using a latent class probit model. A direct managerial application of this model is the ability to identify and select profitable applicants, resulting in significant profit improvements for the company. http://repub.eur.nl/res/pub/13469/ 2007-10-05T00:00:00Z In discussies over de onderwijskwaliteit wordt continu beweerd dat deze daalt. In dit onderzoek wordt aangetoond dat er juist een stijging is van de ervaren onderwijskwaliteit. Een verdere stijging kan vooral worden gerealiseerd door het primaire onderwijsproces te verbeteren. http://repub.eur.nl/res/pub/11483/ 2007-06-01T00:00:00Z Customer Lifetime Value (CLV) is one of the key metrics in marketing and is considered an important segmentation base. This paper studies the capabilities of a range of models to predict CLV in the insurance industry. The simplest models can be constructed at the customer relationship level, i.e. aggregated across all services. The more complex models focus on the individual services, paying explicit attention to cross buying, but also retention. The models build on a plethora of approaches used in the existing literature and include a status quo model, a Tobit II model, univariate and multivariate choice models, and duration models. For all models, CLV for each customer is computed for a four-year time horizon. We find that the simple models perform well. The more complex models are expected to better capture the richness of relationship development. Surprisingly, this does not lead to substantially better CLV predictions. http://repub.eur.nl/res/pub/9405/ 2007-03-28T00:00:00Z The study investigates the effects of direct and mass marketing communications on the adoption timing of a new e-service among existing customers. The mass marketing communications concern both specific new service advertising and brand advertising from both the focal supplier and competitors. Using a split-hazard approach, the authors account for the fact that a significant part of the customer base will never adopt the new e-service. The empirical results show that service advertising shortens the time to adoption, even when it is initiated by competitors. http://repub.eur.nl/res/pub/11486/ 2007-01-25T00:00:00Z Dealers may contribute to brand retention through their sales and service efforts. In this study we investigate the degree to which dealers contribute to brand retention and how this contribution is moderated by brand tier. To this end we distinguish between economy, volume and prestige brands. We also investigate how the effectiveness of dealer instruments to increase dealer retention differs across these brand tiers. We collected data on brand retention and dealer retention among consumers who recently purchased a new car. Our findings show that dealers selling volume brands are able to improve brand retention rates. In contrast, dealers of prestige and economy brands are unable to affect brand retention. In line with the notion of brand-dealer fit we also find that the effects of dealer extrinsic service quality and dealer payment equity on dealer retention differ between prestige, volume, and economy brands. Extrinsic dealer service quality has the smallest effect for dealers selling economy brands, while dealer payment equity is the most important determinant of dealer retention for these dealers. http://repub.eur.nl/res/pub/8127/ 2006-11-28T00:00:00Z Why do some articles become building blocks for future scholars, while many others remain unnoticed? We aim to answer this question by contrasting, synthesizing and simultaneously testing three scientometric perspectives – universalism, social constructivism and presentation – on the influence of article and author characteristics on article citations. To do so, we study all articles published in a sample of five major journals in marketing from 1990 to 2002 that are central to the discipline. We count the number of citations each of these articles has received and regress this count on an extensive set of characteristics of the article (i.e. article quality, article domain, title length, the use of attention grabbers and expositional clarity), and the author (i.e. author visibility and author personal promotion). We find that the number of citations an article in the marketing discipline receives, depends upon “what one says” (quality and domain), on “who says it” (author visibility and personal promotion) and not so much on “how one says it” (title length, the use of attention grabbers, and expositional clarity). Our insights contribute to the marketing literature and are relevant to scientific stakeholders, such as the management of scientific journals and individual academic scholars, as they strive to maximize citations. They are also relevant to marketing practitioners. They inform practitioners on characteristics of the academic journals in marketing and their relevance to decisions they face. On the other hand, they also raise challenges towards making our journals accessible and relevant to marketing practitioners: (1) authors visible to academics are not necessarily visible to practitioners; (2) the readability of an article may hurt academic credibility and impact, while it may be instrumental in influencing practitioners; (3) it remains questionable whether articles that academics assess to be of high quality are also managerially relevant. http://repub.eur.nl/res/pub/11409/ 2006-01-01T00:00:00Z In a collaborative study with a major Dutch retailer, the authors assess the short- and long-term effects of a 25% item reduction on category sales. On an aggregate level, a major assortment reduction can lead to substantive short-term category sales losses but only a weak negative long-term category sales effect. Short-term category sales losses are caused mainly by fewer category purchases by former buyers of delisted detergent items. However, the results also show that the assortment reduction attracts new category buyers. These new buyers partially offset the sales losses among former buyers of the delisted items. The collection of supplemental process data on assortment perceptions and actual search time in the test stores before and after the assortment reduction provides evidence that delisting results in an increase in perceived search efficiency and a decrease in actual search time. http://repub.eur.nl/res/pub/1936/ 2005-04-03T00:00:00Z Component sharing may look great in the boardroom, but not in the showroom. Indeed, savings on R&D and production costs could be offset by a plunge in customer brand attractiveness and willingness to pay. This paper investigates the impact of component sharing on customer evaluation of luxury, volume and economy brands offered in a car manufacturer’s vertical product line and its subsequent revenue consequences. The authors consider both the harm to the higher-end brand and the benefits for the lower end brand, and analyze with a random effects model how the size of these effects depends on the brand combination, the type of component, the source of the components sharing, and customer characteristics. An experimental study shows that the harm for the higher-end brand is largest, when (1) a luxury brand shares components with a volume brand, (2) the source of the components is the higherend brand, and when (3) the customer has a high initial evaluation of the higher-end brand. For the lower-end brand, the positive effect is largest, when (1) a volume brand shares with an economy brand, (2) the lower-end brand is the source of the components, and (3) customers have a high initial evaluation of the higher-end brand. Components that have a strong impact on evaluation are interior, wheels, chassis and the engine. Simulations show that sharing components typically translates in negative revenue consequences for both analyzed manufacturers. An interesting exception emerges for the Japanese manufacturer, which obtains a boost in total revenue when its small luxury brand shares components with its large volume brand. http://repub.eur.nl/res/pub/11491/ 2005-03-01T00:00:00Z Acquisition channels are important predictors of customer loyalty in the first stages of a business-consumer relationship. Although some researchers have provided examples of the differences in the value of the customers businesses acquire via different channels, they have not considered the impact of acquisition channels on loyalty and cross-buying. Using probitmodels we explored how retention rates and cross-selling opportunities differ among the various acquisition channels a financial-services provider uses. Our results indicate that the direct-mail acquisition channel performs poorly on retention and cross-selling, while radio and TV perform poorly for retention only. The firm's Web site seems to perform well for retention. The theoretical and practical implications of our results are discussed. http://repub.eur.nl/res/pub/11490/ 2005-01-01T00:00:00Z In contrast to books and compact discs, the number of complex services offered on the Internet is still small. The decision-making process for complex services is different because it has an additional intermediate step of "indication of interest." The Web site is (a) visited and searched for information; subsequently, (b) a request for the service is made, which may lead to (c) a purchase. The authors acquired a unique data set from an online Dutch financial service provider, which offers services such as mortgage loans and insurance on the Internet on behalf of financial institutions. They also obtained information on whether the request for the service resulted in a purchase. The authors used the available information to predict the purchase using a latent class probit model. A direct managerial application of this model is the ability to identify and select profitable applicants, resulting in significant profit improvements for the company. http://repub.eur.nl/res/pub/13802/ 2005-01-01T00:00:00Z We investigate the impact of brand equity and the hedonic level of the product on consumer stock-out responses. We also examine whether the hedonic level of the product moderates the effect of brand equity. Using a sample of Dutch consumers divided over eight product groups and eight retail chains, we tested our hypotheses and found that consumers were more loyal to high-equity brands than to low-equity brands in the case of a stock-out situation. In hedonic product groups, consumers were more likely to switch to another store. Purchasers of high-equity brands in hedonic product groups were, compared to purchasers of high-equity brands in utilitarian product groups, less inclined to postpone the purchase but were more likely to switch to another item by that brand. In addition to these two main variables, we also investigate the effect of variables from prior research and some new variables, such as stockpiling and impulse buying. Finally, we discuss the theoretical and managerial implications of the findings. http://repub.eur.nl/res/pub/1613/ 2004-09-17T00:00:00Z Dealers are assumed to contribute positively to brand retention. We argue that the type of brand moderates the effect of dealer performance on brand retention. Moreover, dealer retention is determined by different drivers for dealers selling different types of brands. To analyze our claims empirically, we collected data on brand retention and dealer retention among consumers who recently purchased a new car. Our findings show that dealers of prestige and economy brands do not contribute to brand retention. Only dealers selling volume brands are in a position to improve brand retention rates. A simulation reveals however that the contribution of volume dealers to brand retention is rather small in comparison to the impact of brand-related variables on brand retention. In line with the notion of brand-dealer fit we also find that the impact of dealer extrinsic quality (e.g., dealer showrooms) and dealer payment equity on dealer retention differs between prestige, volume, and economy brands. Extrinsic dealer quality affects dealer retention most for dealers selling prestige brands and dealer payment equity is the most important determinant of retention for dealers selling economy brands. http://repub.eur.nl/res/pub/1845/ 2004-01-01T00:00:00Z Recently, retailers have begun considering which brands they can delist without reducing customer satisfaction, losing category sales, or increasing store switching behavior. Although several studies have considered assortment reductions, none has explicitly investigated the impact of total brand delistings. Therefore, the authors study the impact of brand delistings on assortment evaluations and store switching and complaining intentions. They execute both a controlled experiment and a survey and find that brand delisting mainly has negative consequences when the delisted brands have high equity, assortment size is limited, the assortment consists of a low proportion of high-equity brands, and the brand delistings take place in categories with high hedonic levels. The authors discuss the theoretical and managerial implications of these findings. http://repub.eur.nl/res/pub/992/ 2003-10-27T00:00:00Z In contrast to, for example, books and compact discs, the number of complex services offered on the Internet is still small. A good example of such a service concerns mortgage loans. The decision-making process differs for complex services in that they have an extra intermediate step of `indication of interest'. The web site is (1) visited and searched for information, subsequently (2) a request for the service is made, which may lead to (3) a purchase. This difference in the buying process and the complexity of the decision-making process, requires afurther investigation on purchasing complex services on the Internet. We therefore focus on online purchases of complex services, paying special attention to the determinants of a purchase of such services. To this end, we acquired a unique data set from an online Dutch financial service provider, which offers services like mortgage loans and insurances on the Internet. This data contains, besides clickstream data, also data on user-specific information like demographics. We also obtained information on whether the request for the service re-sulted in a purchase. Search behavior, product familiarity and trust appear to be useful determinants of purchase of complex services. Direct managerial applications of our model include the ability to identify customer characteristics of successful applicants, and subsequently the selection of customers. http://repub.eur.nl/res/pub/13821/ 2003-10-01T00:00:00Z Many companies collect stated preference (SP) data, such as intentions and satisfaction, as well as revealed preference (RP) data, such as actual purchasing behaviour. It seems relevant to examine the predictive usefulness of this information for future revealed preferences--that is, customer behaviour. In this paper we address this issue by considering three case studies. Our results indicate that adding SP data to RP data for predicting future customer behaviour does not result in better forecasts http://repub.eur.nl/res/pub/325/ 2003-04-29T00:00:00Z Customer lifetime value (CLV) is a key-metric within CRM. Although, a large number of marketing scientists and practitioners argue in favor of this metric, there are only a few studies that consider the predictive modeling of CLV. In this study we focus on the prediction of CLV in multi-service industries. In these industries customer behavior is rather complex, because customers can purchase more than one service, and these purchases are often not independent from each other. We compare the predictive performance of different models, which vary in complexity and realism. Our results show that for our application simple models assuming constant profits over time have the best predictive performance at the individual customer level. At the customer base level more complicated models have the best performance. At the aggregate level, forecasting errors are rather small, which emphasizes the usability of CLV predictions for customer base valuation purposes. This might especially be interesting for accountants and financial analysts. http://repub.eur.nl/res/pub/269/ 2003-02-10T00:00:00Z The authors develop a four-dimensional scale to measure members' satisfaction with virtual communities. The dimensions consist of members' satisfaction with member-member interactions, organizer-member interactions, organizer-community interactions, and the community's site. Using a sample of 3605 members of a virtual community the authors investigate the effect of each satisfaction dimension on member participation and the moderating effect of membership length on the links between the satisfaction dimensions and member particip ation. The results reveal that satisfaction with member-member interactions, organizer-member interactions and the community's site have positive effects on member participation. Satisfaction with organizer-community interactions has no effect on member participation. The findings also show that the linkages between the satisfaction dimensions and member participation are moderated by membership length. http://repub.eur.nl/res/pub/1095/ 2003-01-01T00:00:00Z In this paper we examine factors determining choice and consumption of biologic or organic meat. In our model explaining choice and share of category requirements, we consider economic/marketing variables (quality, price, and distribution), emotions (fear, empathy, andguilt), social norms, environmental variables (environmental concern, green behavior, and perceived consumer effectiveness) as main antecedents of the choice and share of categoryrequirements of bio-meat. We also control for the effect of socio-demographics. Using a sample of 269 Dutch consumers we estimate a Tobit (2) model explaining choice and share of category requirements. Our results show that the choice for biologic meat is mainly affected by perceived quality of bio meat, in addition to the price-perception and fear of the health consequences of eating regular meat. Price perceptions and fear are also important determinants of share of category requirements, but beyond these factors empathy and social norms are also determinants of share of category requirements. Theoretical and policy implications of our results are discussed. http://repub.eur.nl/res/pub/11494/ 2003-01-01T00:00:00Z Marketing problems sometimes pertain to the analysis of dichotomous dependent variables, such as "buy" and "not buy" or "respond" and "not respond." One outcome can strongly outnumber the other, such as when many households do not respond (e.g., to a direct mailing). In such situations, an efficient data-collection strategy is to sample disproportionately more from the smaller group. However, subsequent statistical analysis must account for this sampling strategy. In this article, the authors put forward the econometric method that can correct for the sample selection bias, when this method does not lead to a loss in precision. The authors illustrate the method for synthetic and real-life data and document that reductions of more than 50% in sample sizes can be obtained. http://repub.eur.nl/res/pub/257/ 2002-11-25T00:00:00Z We develop two models to test hypotheses on the specific impact of brand and category characteristics on consumer stock-out responses. Our empirical results show that both characteristics are important determinants. Consumers are more product loyal in hedonic product groups than in utilitarian product groups and consumers are more brand loyal to high equity brands than to low equity brands. Brand loyalty is especially strong for high equity brands in hedonic product groups. Our study also confirms findings from prior research on OOS reactions. Theoretical and managerial implications of the findings of the study are discussed. http://repub.eur.nl/res/pub/256/ 2002-11-19T00:00:00Z In this paper the service process is considered as a sequence of events. Using theory from economics and psychology a model is formulated that explains how the utility of each event affects the overall evaluation of the service process. In this model we especially account for the peak-and-end rule and negative consumer time preference. This model is tested in the context of telephone service calls in the financial service market. Our results show that both the average utility and the positive peak of the events positively affect customer satisfaction with the service call. Surprisingly, the end of the sequence has a negative effect. Theoretical and managerial implications of these findings are discussed. http://repub.eur.nl/res/pub/226/ 2002-09-17T00:00:00Z Most research in customer asset management has focused on specific aspects of the value of the customer to the company. The purpose of this article is to propose an integrated framework ? called CUSAMS -- that enables service organizations to comprehensively assess the value of their "customer assets" and to understand the influence of marketing instruments on them. The foundation of the CUSAMS framework is a careful specification of key customer behaviors that reflect the length, depth and breadth of the customer-service provider relationship: duration, usage, and cross-buying. This framework is the starting point for a set of theoretically based propositions regarding how marketing instruments influence customer behavior within the relationship, thereby influencing customer value. Then, building on prior research, we provide two empirical examples of how the CUSAMS framework can be used to conduct financial analyses of the return on investment from marketing expenditures designed to influence behavior and increase the value of the customer base. The framework and propositions provide the impetus for a research agenda that identifies critical issues in customer asset management http://repub.eur.nl/res/pub/227/ 2002-09-17T00:00:00Z Skepticism and disappointment have replaced the initial enthusiasm about CRM. The disappointing results of CRM-projects are often related to difficulties that managers encounter in embedding CRM in their strategy and organization structure. In this article we present a classification scheme on how CRM can be strategically embedded in organizations using the value disciplines of Treacy and Wiersema. We use the findings from three case studies to illustrate our classification. Based on these case studies and interviews with managers we distinguish between strategic and tactical CRM, and derive important issues that managers should consider before successfully implementing CRM. http://repub.eur.nl/res/pub/174/ 2002-03-01T00:00:00Z In this paper, we examine the effect of relationship perceptions and relationship marketing instruments on customer share development. We also study the interaction effect of these instruments with behavioral loyalty and relationship perceptions. This study is executed among a sample of customers of a financial service provider. Our results show that commitment positively affects changes in customer share, while loyalty program membership and direct mailings also have a positive effect. We also find that satisfaction has a smaller effect among members of the loyalty program, while our results also reveal some preliminary evidence to support the notion that loyalty programs are less effective among behavioral loyal customers. http://repub.eur.nl/res/pub/583/ 2002-02-13T00:00:00Z Many companies collect stated preference data (SP) like intentions and satisfaction as well as revealed preference data (RP) like actual purchasing behavior. It seems relevant to examine the predictive usefulness of this information for future revealed preferences, that is, customer behavior. In this paper we address this issue by considering three case studies. http://repub.eur.nl/res/pub/11498/ 2002-01-01T00:00:00Z We formulate a theoretical model in which we postulate that if customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we particularly investigate customer referrals and the amount of services purchased. Our results show positive effects of current satisfaction and payment equity on referrals, while also changes in satisfaction and payment equity affect customer referrals. With respect to the amount of services purchased, our estimation results reveal a positive significant effect of only changes in satisfaction. http://repub.eur.nl/res/pub/2186/ 2002-01-01T00:00:00Z The authors examine the effect of relational constructs (e.g., satisfaction, trust, and affective and calculative commitment) on customer referrals and the number of services purchased, as well as the moderating effect of age of the relationship on these relationships. The research reported, based on data obtained from a large sample of customers of an insurance company, combines archival and survey data. The results provide evidence that supports the moderating effect of relationship age on the relationship between satisfaction, affective and calculative commitment, and the number of services purchased. http://repub.eur.nl/res/pub/11500/ 2001-12-01T00:00:00Z For effective Customer Relationship Management (CRM), it is essential to have information on the potential value of customers. Based on the interplay between potential value and realized value, managers can devise customer specific strategies. In this article, we introduce a model for predicting the potential value of a current customer. Furthermore, we discuss and apply different modeling strategies for predicting this potential value. http://repub.eur.nl/res/pub/2184/ 2001-09-01T00:00:00Z In the last decade, marketers have primarily focused on keeping customers. Only recently have they become aware that creating value by cross-selling additional services is also an important aspect of customer relationship management. In this article we investigate how satisfaction and payment equity, defined as the perceived fairness of the price, affect cross-buying at a multiservice provider. We also consider its competitors’ performance on these factors. Our results show that the effect of satisfaction differs between customers with lengthy and short relationships. It also shows that payment equity negatively affects cross-buying for customers with long relationships. However, if the prices of the supplier are perceived as fairer than the prices of the competitor, the customers’ probability of cross-buying increases. http://repub.eur.nl/res/pub/96/ 2001-06-13T00:00:00Z We formulate a theoretical model in which we postulate that if a customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we particularly investigate customer referrals and the amount of services purchased. Our results show positive effects of current satisfaction and payment equity on referrals, while also changes in satisfaction and payment equity affect customer referrals. With respect to the amount of services purchased, our estimation results reveal a positive significant effect of only changes in satisfaction. http://repub.eur.nl/res/pub/67/ 2001-01-10T00:00:00Z For effective Customer Relationship Management (CRM), it is essential to have information on the potential value of customers. Based on the interplay between potential value and realized value, managers can devise customer specific strategies. In this article we introduce a model for predicting the potential value of a current customer. Furthermore, we discuss and apply different modeling strategies for predicting this potential value. http://repub.eur.nl/res/pub/131/ 2001-01-01T00:00:00Z Marketing problems sometimes concern the analysis of dichotomous variables, like for example ``buy'' and ``not buy'' and ``respond'' and ``not respond''. It can happen that one outcome strongly outnumbers the other, for example when many households do not respond (to a direct mailing, for example). Standard econometric methods would imply the collection of many data to obtain precise estimates and this can be rather costly. To cut back costs, we propose to implement a non-random sampling scheme and to correct for the subsequent sample selection bias in the econometric model. In this paper we put forward the relevant method, which does not lead to a loss in precision. Our illustration suggests an opportunity to collect 60\\% less data points. http://repub.eur.nl/res/pub/44/ 2000-09-07T00:00:00Z Telephone waiting times for a commercial service were varied in two different experiments. In the first experiment, the telephone rate was either zero or fixed at Dfl.1.- (approx. $0.40) per minute. Consumer perceptions of waiting times could be described best by a psychophysical power function. Furthermore, wait evaluations were mainly influenced by the difference between the consumers' acceptable and perceived waiting times. The negative effect of perceived waiting time on wait evaluations was increased by the monetary costs of waiting. In the second experiment, the waiting times were filled in different ways: music, queue information, and information about expected waiting time. Information about the expected waiting time significantly reduced the consumer's overestimation of waiting time, whereas information about wait duration and queue increased the negative effect of perceived waiting time on wait evaluations. http://repub.eur.nl/res/pub/17/ 2000-05-08T00:00:00Z We examine the effect of relational constructs, such as satisfaction, trust and commitment on relationship performance (that is, positive word-of-mouth communication and the margin provided by each customer) of customers of an insurance company. A central issue concerns the effect of duration on the associations between relational constructs and relationship performance. Our empirical results provide strong evidence of duration dependent effects of satisfaction and trust, but we find only weak evidence of such effects on performance.