This paper examines properties of daily stock returns and how the particular characteristics
of these data affect event study methodologies. Daily data generally present few difficulties …

In August 2004, a one-day symposium was held in Boston, MA, as part of the American
Marketing Association’s annual summer conference. Entitled Does Marketing Need Reform? it …

Many companies consider investments in complaint handling as means of increasing customer
commitment and building customer loyalty. Firms are not well informed, however, on how …

Retro brands are relaunched historical brands with updated features. The authors conduct a
“netnographic” analysis of two prominent retro brands, the Volkswagen New Beetle and …

Event studies focus on the impact of particular types of firm-specific events on the prices of
the affected firms' securities. In this paper, observed stock return data are employed to …

Service encounters are critical in all industries, including those that have not been traditionally
defined as service industries. The increasing deployment of technology is altering the …

Given the significant, sustained growth in services experienced worldwide, Arizona State
University’s Center for Services Leadership embarked on an 18-month effort to identify and …

Providers of professional services recently have awakened to consumer challenges,
competition, and the realities of marketing. With these changes, a related and equally important …

Electronic commerce is an increasingly popular business model with a wide range of tools
available to firms. An application that is becoming more common is the use of self-service …

We explore performance persistence in mutual funds using absolute and relative
benchmarks. Our sample, largely free of survivorship bias, indicates that relative risk‐adjusted …