Past research has primarily focused on what happens after a merger has occurred. This research attempts to find out whether anticipated benefits from the merger do actually accrue. The authors characterize the effects of observed variables on whether pairs of firms merge, vis-à-vis roommate...

During product recovery, firms rely on their customer service agents to recover customers’ product failures and deliver superior customer service. However, customers who contact the firm about a product failure often are dissatisfied, which makes customer service agents’ jobs challenging....