A THEORETICAL FRAMEWORK FOR MODELING SALES-SERVICE RELATIONSHIPS IN THE TRANSPORTATION INDUSTRY

摘要

This paper presents a theoretical framework for estimating the functional form of the relationship between sales and service performance for transportation providers. We introduce a method of improving model performance by utilizing a concept of human behavior that has never been incorporated into the models of sales-service relationships. This concept, called the loss aversion property, claims that customers (shippers) react more strongly when they experience service performance below their reference point (expec- tation) than when they experience service performance above their reference point.