Arvind Rangaswamy

TL;DR: In this paper, the authors propose a conceptual framework and develop hypotheses about the effects of the online medium on customer satisfaction and loyalty and on the relationships between satisfaction and loyalties.

TL;DR: In this article, the authors introduce a new "pinball" framework of new media's impact on relationships with customers and identify key new media phenomena which companies should take into account when managing their relationships with customer in the new media universe.

TL;DR: In this paper, the authors investigate whether brand names are more valuable online or in traditional supermarkets and whether the increasing availability of comparative price information online makes consumers more price-sensitive, and find that brand names become more important online in some categories but not in others depending on the extent of information available to consumers.

TL;DR: Using survey data from senior managers in business-to-business firms, this paper study the adoption of e-business, a radical technology with the potential to alter business models, and find that organizations can develop technological opportunism by taking specific actions such as focusing on the future, by having top management advocate new technologies, and by becoming mor...

TL;DR: This conceptual paper proposes that the next stage of evolution of mass customization is customerization—a buyer-centric company strategy that combines mass customization with customized marketing.