Eitan Gerstner

University of California, Davis

One Shields Avenue

Apt 153

Davis, CA 95616

United States

SCHOLARLY PAPERS

5

DOWNLOADS

889

SSRN CITATIONS

6

CROSSREF CITATIONS

4

Scholarly Papers (5)

1.

Pre-Sale vs. Post-Sale E-Satisfaction: Impact on Repurchase Intention and Overall Satisfaction

Journal of Interactive Marketing, Forthcoming
Number of pages: 28 Posted: 16 Jul 2005
Thorsten Posselt and Eitan Gerstner
University of Leipzig and University of California, Davis
Downloads 502 (77,560)
Citation 1

Abstract:

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e-tailing, On-line shopping, Post-sale service, Service quality, Recency effect

2.

Service Escape: Profiting from Customer Cancellations

Number of pages: 28 Posted: 04 Jul 2005
Jinhong Xie and Eitan Gerstner
University of Florida - Warrington College of Business Administration and University of California, Davis
Downloads 234 (178,088)
Citation 3

Abstract:

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Cancellations, refund, pricing, yield management, advance selling, service, money-back guarantees

3.

Should Captive Sardines Be Compensated? Serving Customers in a Confined Zone

UC Davis Graduate School of Management Research Paper No. 03-09
Number of pages: 30 Posted: 12 Jan 2009
University of California, Davis - Graduate School of Management, University of California, Davis and Graduate School of Management, UC Davis
Downloads 78 (411,521)
Citation 4

Abstract:

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service quality, service pricing, customer experience, negative externality, customer discomfort management, compensation, customer satisfaction

Customer Bill of Rights Under No-Fault Service Failure: Confinement and Compensation

Number of pages: 38 Posted: 17 Aug 2011
University of California, Davis - Graduate School of Management, University of California, Davis and Graduate School of Management, UC Davis
Downloads 75 (425,471)
Citation 2

Abstract:

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service failure, customer bill of rights, advanced selling, targeted compensation

5.

Offering Low Price Guarantees to Improve Customer Retention

Journal of Retailing, Forthcoming
Posted: 30 May 2006
Bruce McWilliams and Eitan Gerstner
Instituto Tecnológico Autónomo de México (ITAM) and University of California, Davis

Abstract:

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Low Price Guarantees, Money Back Guarantees, Customer Retention, Customer Satisfaction