Showing 1 - 6 of 6
Persistent link: https://www.econbiz.de/10008796721
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide retail bank conducted...
Persistent link: https://www.econbiz.de/10013008708
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the relative importance of...
Persistent link: https://www.econbiz.de/10012852800
Persistent link: https://www.econbiz.de/10011570815
Persistent link: https://www.econbiz.de/10011595012
Persistent link: https://www.econbiz.de/10012505994