Chen, Rachel R.; Gerstner, Eitan; Yinghui (Catherine) Yang - In: Marketing Science 31 (2012) 1, pp. 157-171
Service providers and their customers are sometimes victims of failures caused by exogenous factors such as unexpected bad weather, power outages, or labor strikes. When such no-fault failures occur in confined zones, service providers may confine customers against their will if making...
