This paper investigates how increases in concentration can be interrupted or reversed by changes in how firms compete on quality. We examine the U.S. hotel industry during the past half century. We document that starting in the early 1980s, quality competition came more in the form of costs that...

This paper investigates how increases in concentration can be interrupted or reversed by changes in how firms compete on quality. We examine the U.S. hotel industry during the past half century. We document that starting in the early 1980s, quality competition came more in the form of costs that...

This study investigates the relative importance between service quality and firm size in the performance determinants of audit firms under different market segments and business strategies. This study extracts a human capital-based service quality by the principal component analysis technique....

The decisions of whether and how to adopt service differentiation are at the core of a firm's service operations strategy. This paper proposes a framework for service differentiation that high-lights the identification and use of operating segments as a central component in the delivery of...

Since 1990, the Indian economy has moved towards greater openness and less controls. Many of the regulations which restricted entry, expansion of capacity and competition have been removed. This has increased the number of choices for the Indian consumer as well as competition among firms. The...

Companies that offer services with capacity constraints in which there are negative consumption externalities (such as restaurants that serve smokers and non-smokers, airlines that fly passengers traveling with infants and without infants or organizers of sport events that serve aggressive and...

Purpose Umrah is a religious ritual that takes place inside the Holy Mosque in Makkah. Umrah can be performed any time during the year; however, performing Umrah in the month of Ramadan is much rewarded. Although the kingdom of Saudi Arabia is hosting this event each year, studies that focus on...