Randhawa, Ramandeep S.; Kumar, Sunil - In: Manufacturing & Service Operations Management 10 (2008) 3, pp. 429-447
This paper studies a rental firm that offers reusable products to price- and quality-of-service-sensitive customers--Netflix or Blockbuster can be thought of as the canonical example. Customers' perception of quality is determined by their likelihood of obtaining the product or service...