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IBM Systems Journal
Service Science, Management, and Engineering   Volume 47, Number 1, 2008
Table of contents: HTMLPDF This article: HTMLPDF   Copyright info

Predicting customer choice in services using discrete choice analysis - References

 by R. Verma,
G. R. Plaschka,
B. Hanlon,
A. Livingston,
and K. Kalcher
Cited references

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  12. D. McFadden, “The Choice Theory Approach to Market Research,” Marketing Science 5, No. 4, 275–297 (1986).
  13. J. Van Orden, R. Verma, and G. Plaschka, “Tradeoffs and Supplier Switching Inertia in Healthcare,” working paper (2007).
  14. J. Goodale, R. Verma, and M. Pullman, “A Market Utility Based Model for Capacity Scheduling in Mass Services,” Production and Operations Management 12, No. 2, 165–185 (2003).
  15. R. Verma, G. Thompson, W. Moore, and J. Louviere, “Effective Design of Products/Services: An Approach Based on Integration of Marketing and Operations Management Decisions,” Decision Sciences 32, No. 1, 165–193 (2001).
  16. F. Eastman and M. E. Pullman, “Optimizing Service Attributes: The Seller's Utility Problem,” Decision Sciences 32, No. 2, 251–275 (2001).
  17. M. Pullman, R. Verma, and J. Goodale, “Service Design and Operations Strategy Formulation in Multicultural Markets,” Journal of Operations Management 19, No. 2, 239–254 (2000).
  18. R. Verma, Z. Iqbal, and G. Plaschka, “Understanding Customer Choices in e-Financial Services,” California Management Review 46, No. 4, 43–67 (2004).
  19. J. J. Louviere, D. A. Hensher, and J. Swait, Stated Choice Methods: Analysis and Application, Cambridge University Press, New York (2001).
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  26. K. E. Train, A Distant Learning Course on Discrete Choice Methods with Simulation, http://elsa.berkeley.edu/~train/distant.html.
  27. R. Verma, G. Thompson, and J. Louviere, “Configuring Service Operations in Accordance with Customers Needs and Preferences,” Journal of Service Research 1, No. 3, 262–274 (1999).
  28. M. Pullman, R. Verma, and J. C. Goodale, “Service Design and Operations Strategy Formulation in Multicultural Markets,” Journal of Operations Management 19, 239–254 (2001).
  29. R. Verma and G. Thompson, “Basing Service Management on Customer Determinants: The Importance of Hot Pizza,” Cornell Hotel and Restaurant Administration Quarterly 37, No. 2, 18–23 (1996).
  30. R. Verma, G. Plaschka, and J. Louviere, “Understanding Customer Choices: A Key to Successful Management of Hospitality Services,” Cornell Hotel and Restaurant Administration Quarterly 43, No. 6, 15–24 (2002).
  31. R. Verma and G. Plaschka, “The Art and Science of Customer Choice Modeling: Reflections, Advances, and Managerial Implications,” Cornell Hotel and Restaurant Administration Quarterly 44, No. 5–6, 155–165 (2003).
  32. S. Li, A. Madhok, G. Plaschka, and R. Verma, “Switching Inertia and Competitive Asymmetry: A Demand Side Perspective,” Decision Sciences 37, No. 4, 547–576 (2006).
  33. L. Victorino and R. Verma, “Scripting the Service Encounter: An Empirical Analysis,” working paper (2007).
  34. R. Verma, G. Plaschka, K. Kalcher, B. Hanlon, and A. Livingston, “Designing Shopping Center of the Future Based on Customer Preferences,” working paper (2007).
  35. S. Cohen and B. Orme, “What's Your Preference?”, Marketing Research 16, No. 2, 32–37 (2004).
  36. A. Finn and J. J. Louviere, “Determining the Appropriate Response to Evidence of Public Concern: The Case of Food Safety,” Journal of Public Policy and Marketing 11, No. 1, 12–25 (1992).
  37. R. Lal and P. M. Carrolo, Harrah's Entertainment Inc., Harvard Business School Publishing, Case # 9-502-011 (2001), http://harvardbusinessonline.hbsp.harvard.edu/b02/en/common/item_detail.jhtml?id=502011.
  38. Z. Iqbal, R. Verma, and R. Baran, “Understanding Customer Choices and Preferences for Transaction-Based e-Services,” Journal of Service Research 6, No. 1, 51–65 (2003).
  39. G. Harter, S. Heistermann, G. Plaschka, and R. Verma, “iChoose—What Mobile Phone Customers Really Want,” Booz, Allen and Hamilton white paper (to appear).


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