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Market heterogeneity and local capacity decisions in services
Campbell, Dennis W.; Frei, Frances X. - In: Manufacturing & service operations management : M & SOM 13 (2011) 1, pp. 2-19
Persistent link: https://www.econbiz.de/10008905497
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How do incumbents fare in the face of increased service competition?
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - 2011
Persistent link: https://www.econbiz.de/10008906627
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Are self-service customers satisfied or stuck?
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - In: Production and operations management : an international … 19 (2010) 6, pp. 679-697
Persistent link: https://www.econbiz.de/10008796721
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The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
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How do customers respond to increased service quality competition?
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - In: Manufacturing & service operations management : M & SOM 18 (2016) 4, pp. 585-607
Persistent link: https://www.econbiz.de/10011595012
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The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - 2016
Persistent link: https://www.econbiz.de/10011570815
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Cost structure, customer profitability, and retention implications of self-service distribution channels : evidence from customer behavior in an online banking channel
Campbell, Dennis W.; Frei, Frances - In: Management science : journal of the Institute for … 56 (2010) 1, pp. 4-24
Persistent link: https://www.econbiz.de/10003946147