Mix&Match: A Resource-Based Complaint Recovery Framework for Tangible Compensation

Resource exchange theory suggests service recovery compensation is optimal when it is commensurate with what was lost (e.g., refund for overcharging). However, in practice, companies cannot always follow the theory-driven prescriptions, and the complaint recovery literature remains silent on how to best recover in such suboptimal situations. This study takes a resource-based theory stance to propose Mix&Match, a complaint recovery framework for tangible compensation offers (refunds, redeliveries, or credits) to optimize customer retention and lifetime value in both optimal and suboptimal complaint recovery scenarios. We find that matching tangible compensation with the complaint cause (e.g., redelivery for expired products) is the most effective recovery response for improving customer retention and lifetime value. However, in suboptimal nonmatching scenarios, monetary compensation in the form of store credit proves to be the most effective response.

IMPLEMENTATION OF BANK INDONESIA REGULATION NO. 18/40/PBI/2016 ON PAYMENT TRANSACTIONS USING CREDIT CARDS AT SHOPPING CENTERS IN BENGKULU CITY

The objective of the research was to study the implementation of Bank Indonesia Regulation No.18/40 / PBI / 2016 onDouble Swipe of Credit Card. The empirical juridical approach method in this researchused primary and secondary data as the main research data, through interviews and literature. A credit card is a credit facility provided by the issuing bank to its customers for transaction. From the research it was found thatin prior to the enactment of Bank Indonesia Regulation No.18/40/PBI/2016 on Payment Transactions Using Credit Cards, there were merchants that still do double swipe on credit card during payment transactions, first in the EDC (Electronic Data Capture) machine and on the cash register machine. However,due to the restriction on double swipe on credit card, this had been reduced. It was also strengthened by a strict regulation in the form of sanctions, reprimands and threats of crime committed by Bank Indonesia to merchants who conduct double swipe on credit card. The mechanism of bank issuing the credit card in giving approval is always different, but the terms and procedures are relatively the same. Legal protection of credit card users occurs when the signing of credit card approval agreement between the issuing bank and users since there is not clear juridical regulation. The problem mostlyarisingregarding the credit cards usage was credit card data scam. The only way to prevent this was through the use of credit cards properly, securely store credit cards when making payment transactions using credit cards, and understand the procedure of using a credit cardinpayment transactions properly. In case of credit card violation, the holder must report to the bank issuing the credit card and Bank Indonesia.

Research on Credit Evaluation Model of Online Store Based on SnowNLP

The online store credit rating is a reflection of the seller's integrity and the quality of the product. The level of the credit rating directly affects the buyer's desire to purchase. Two important factors affecting the credit rating are data and models. The innovation of this research is that the collected data comes from the second evaluation, and the credit evaluation model is improved based on the snowNLP tool, and the malicious brushing filtering function is added. Compared with the credit evaluation system commonly used in current online stores, the evaluation results of the paper are more accurate, detailed and intuitive, and may effectively reduce false brushing and threat review.

Price differentiation and menu costs in credit card payments

Purpose – The purpose of this paper is to model a credit card market where the retailers may charge differential prices depending on the instrument of payment used by the consumer. According to the research agenda proposed by Rochet and Wright (2010), the authors find conditions for the existence of differential prices equilibrium and analyze the effects of that price differentiation on the consumer’s welfare. Design/methodology/approach – This is done when the consumer has also the store credit as an alternative of payment. The equilibrium prices are computed assuming a Hotelling competition among retailers in both scenarios, when the cost of the store credit provided by the retailer is greater than that provided by the credit card and vice versa. Findings – From this, the authors prove that the average price under the price differentiation is lower than the single price under the no-surcharge rule; nevertheless, the retailer’s margins remain the same in both situations. Furthermore, some cross-subsidies are expunged when price differentiation is allowed. The authors also conclude that the consumers’ welfare is greater when the no-surcharge rule is abolished. Finally, if the retailers face menu costs whenever they differentiate prices, the authors provide sufficient conditions for differential prices remain as equilibrium. Practical implications – This is an important input for discussions among regulators and players of the credit card market. Originality/value – From the analysis the authors can conclude that price differentiation, according to the instrument of payment, is a welfare improving policy. The authors explicitly determine the average price in that setting and the differentiated prices even in presence of costs that arise from price differentiation. The obtained theoretical results can be used as an input for econometric modeling purposes.

Study on the Influencing Factor of C2C E-Commerce Consumption Tendency Based on Online Shopping Platform

From the outset of eachnet.com to the later alibaba.com and the taobao.com, C2C e-commerce online shopping platform has been rapidly rose in China. For e-commerce enterprises, if it wants to obtain benefits from the C2C e-commerce platform, it must know the consumer's purchase tendency based on the e-commerce platform. This paper has used the VAR econometric model to establish the Granger non-causality model, and this model can calculate the non-causality relationship of the store credit and the consumption tendency of consumers in the C2C e-commerce online shopping platform. Through the VAR econometric calculation on reputation, sales and consumption tendency, it shows that with the increase of reputation, and sales, the total sales show a trend of growth. And then the causality test between the two shows that there is a Granger causality relationship between the two, which provides technical support for the optimization design of the online shopping platform.

Customer Preference For Alternative Credit Card Based Payment Methods: Some Empirical Evidence

This article looks at consumer preferences for two major types of credit cards viz: (1) national credit cards i.e. bank credit cards and travel and entertainment cards that are typically accepted at a wide variety of establishments and (2) store credit cards whose acceptance is typically limited to stores that constitute a department store chain. Through a mail survey, an attempt is made to identify the reasons for card preferences and distinguishing background characteristics of individuals with a distinct preference.