This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the relative importance of...

This paper illustrates how a company can use its performance measurement system to i) evaluate its operating strategy, ii) identify potential problems with its strategy, and iii) devise plans to mitigate these problems. Kaplan and Norton (1992) define strategy as a set of hypotheses linking...