When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide retail bank conducted...

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...

The recent global recession has revealed the vital importance of service-sector productivity in all developed economies. The challenge for scholars and professionals in productivity management (economics and management science) in the coming decade is clearly to improve the productivity of the...