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Research Note: Customer Intimacy and Cross-Selling Strategy

Author

Listed:
  • M. Tolga Akçura

    (Krannert Graduate School of Management, Purdue University, West Lafayette, Indiana 47907-1310)

  • Kannan Srinivasan

    (Tepper School of Business, Carnegie Mellon University, Pittsburgh, Pennsylvania 15213-3890)

Abstract

Better targeting opportunities and the increasing role of information-intensive environments have created new challenges for firms in obtaining customer information. Such information can help firms increase their profits through cross-selling opportunities. However, revealing personal preferences and contact information can raise the risks for customers when dealing with a firm. Consequently, some customers trade off the benefit and risks of revealing information. As the opportunity to obtain a higher level of information increases, customers incur a higher level of risk when dealing with a firm. This increases the firm's incentive to commit on a cross-selling level. By such a commitment, a firm can obtain customer intimacy and benefit from detailed customer information. As a result, profits increase while prices decrease. Thus, legal regulations that explicitly require firms to spell out the extent of cross-selling may actually improve the profits of the firm.

Suggested Citation

  • M. Tolga Akçura & Kannan Srinivasan, 2005. "Research Note: Customer Intimacy and Cross-Selling Strategy," Management Science, INFORMS, vol. 51(6), pages 1007-1012, June.
  • Handle: RePEc:inm:ormnsc:v:51:y:2005:i:6:p:1007-1012
    DOI: 10.1287/mnsc.1050.0390
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    References listed on IDEAS

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    Cited by:

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    2. Asamoah, Kwadwo, 2016. "On the credibility of insurance claim frequency: Generalized count models and parametric estimators," Insurance: Mathematics and Economics, Elsevier, vol. 70(C), pages 339-353.
    3. repec:dgr:rugsom:10008 is not listed on IDEAS
    4. Carsten D. Schultz & Björn Gorlas, 2023. "Magic mirror on the wall: Cross-buying at the point of sale," Electronic Commerce Research, Springer, vol. 23(3), pages 1677-1700, September.
    5. Ramasubramanian Sundararajan & Tarun Bhaskar & Abhinanda Sarkar & Sridhar Dasaratha & Debasis Bal & Jayanth K. Marasanapalle & Beata Zmudzka & Karolina Bak, 2011. "Marketing Optimization in Retail Banking," Interfaces, INFORMS, vol. 41(5), pages 485-505, October.
    6. Nicola Jentzsch, 2017. "Secondary use of personal data: a welfare analysis," European Journal of Law and Economics, Springer, vol. 44(1), pages 165-192, August.
    7. Cong, Lin William & Wei, Wenshi & Xie, Danxia & Zhang, Longtian, 2022. "Endogenous growth under multiple uses of data," Journal of Economic Dynamics and Control, Elsevier, vol. 141(C).
    8. Ramon Casadesus-Masanell & Andres Hervas-Drane, 2015. "Competing with Privacy," Management Science, INFORMS, vol. 61(1), pages 229-246, January.
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    13. Eva Blömeke & Michel Clement, 2009. "Selektives Demarketing — Management von unprofitablen Kunden," Schmalenbach Journal of Business Research, Springer, vol. 61(7), pages 804-835, November.
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    15. Manral, Lalit & Harrigan, Kathryn R., 2018. "The logic of demand-side diversification: Evidence from the US telecommunications sector, 1990–1996," Journal of Business Research, Elsevier, vol. 85(C), pages 127-141.
    16. Agatz, Niels A.H. & Fleischmann, Moritz & van Nunen, Jo A.E.E., 2008. "E-fulfillment and multi-channel distribution - A review," European Journal of Operational Research, Elsevier, vol. 187(2), pages 339-356, June.
    17. Mathilde Pulh & Rémi Mencarelli & Damien Chaney, 2019. "The consequences of the heritage experience in brand museums on the consumer–brand relationship," Post-Print halshs-02142424, HAL.
    18. T Bhaskar & R Sundararajan & P G Krishnan, 2009. "A fuzzy mathematical programming approach for cross-sell optimization in retail banking," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 60(5), pages 717-727, May.
    19. Sajeesh, S. & Singh, Ashutosh & Bhardwaj, Pradeep, 2022. "Optimal checkout strategies for online retailers," Journal of Retailing, Elsevier, vol. 98(3), pages 378-394.
    20. Chen, Chien-Ming & Chuang, Howard Hao-Chun, 2023. "Time to shift the shift: Performance effects of within-day cumulative service encounters in retail stores," Omega, Elsevier, vol. 119(C).
    21. Bijmolt, T.H.A. & Bl, 2010. "Should they stay or should they go? Reactivation and termination of low-tier customers," Research Report 10008, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    22. Allen N. Berger & Christa H. S. Bouwman & Lars Norden & Raluca A. Roman & Gregory F. Udell & Teng Wang, 2021. "Piercing Through Opacity: Relationships and Credit Card Lending to Consumers and Small Businesses During Normal Times and the COVID-19 Crisis," Working Papers 21-19, Federal Reserve Bank of Philadelphia.

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