We study the impact of service attributes (warranty length, after-sales service quality) on consumer demand in the U.S. automobile industry, examining the presence of complementarities/substitution between service attributes and product quality. Our results estimate a median willingness to pay...

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...