Lapré, Michael A.; Tsikriktsis, Nikos - In: Management Science 52 (2006) 3, pp. 352-366
evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to … reduce customer dissatisfaction? Customer dissatisfaction occurs when customers' ex ante expectations about a product or …, customer dissatisfaction may not decline even when the product or service improves. Consequently, it is an open question …