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Bavafa, Hessam; Hitt, Lorin M.; Terwiesch, Christian - In: Management science : journal of the Institute for … 64 (2018) 12, pp. 5461-5480

Persistent link: https://www.econbiz.de/10011964507

Learning by customers as co-producers in financial services : an empirical study of the effects of learning channels and customer characteristics

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How do incumbents fare in the face of increased service competition?

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Vier Gewinnerprinzipien für Dienstleister

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The customer may not always be right : customer compatibility and service performance

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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

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

The service productivity and quality challenge

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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

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How Do Customers Respond to Increased Service Quality Competition?

Buell, Ryan W. - 2016

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