This article investigates how engaging in a merger moderates the joint impact of a firm’s achievement of dual goals of customer satisfaction and firm efficiency on a firm’s long-term financial performance. Many prominent firms grow through mergers. Recent examples in the services context...

This article investigates how engaging in a merger moderates the joint impact of a firm's achievement of dual goals of customer satisfaction and firm efficiency on a firm's long-term financial performance. Many prominent firms grow through mergers. Recent examples in the services context include...

Firms use large majorities of their budgets on sales promotions such as coupons and sales events. Many of these sales promotions are framed as “Friends & Family” or “Preferred Customer.” Which of these frames is more effective, when, and why? We answer these questions building on...