In the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer...

We study the impact of operational performance on profitability in the context of the U.S. domestic airline industry. In addition, we investigate the impact of focus [Skinner, W. 1974. The focused factory. Harvard Bus. Rev. 52(3) 113-121] on profitability in services. We use quarterly data on...