Oliva, Rogelio; Sterman, John D. - In: Management Science 47 (2001) 7, pp. 894-914
The erosion of service quality throughout the economy is a frequent concern in the popular press. The American Customer Satisfaction Index for services fell in 2000 to 69.4%, down 5 percentage points from 1994. We hypothesize that the characteristics of services---inseparability, intangibility,...
