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....

Purpose The products of some firms emerge neither from new technology developments nor from attempting to address articulated consumers’ needs, but from a company-internal design-driven approach. To explore this design-driven approach, we propose a construct, design orientation , as a firm’s...

Value appropriation, or a firm’s ability to collect economic rents from its offerings, tools can erect barriers to competition and influences firm profitability. Patent protections are widely used value appropriation tools, but usually the appropriability regimes are not extremely tight,...