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In a competitive environment, competing agents would maximize their ideas' influence for higher profits. For example, in an unsaturated market, when a new company participates in the market sharing competition, it would distribute free tryout or discount to several customers, let them adopt the product or service, and influence others to use this product as propagation goes. This situation can also...
Attribute performance is critical for achieving higher customer recovery satisfaction. Previous studies show an asymmetric impact of attribute performance on satisfaction, however, without consideration of customer's psychological impacts. Such ignorance may mislead the research results and deviate the effectiveness of implementation. The purpose of this study is to extend traditional attribute-satisfaction...
Improper recovery of overbooked customers may lead to severe results. However the research on the recovery strategy in overbooking area is very insufficient. The purpose of this paper is to develop a recovery strategy based on regulatory focus theory. The study predicts that recovery fit can lead to improved customer satisfaction. Using situationally induced regulatory focus experimental design, the...
The purpose of this paper is to extend the cumulative theory by examining the interaction mechanisms of capabilities in the setting of value co-creation with customers. Based on large-scale survey data collected in the middle of China and coupled with multi-method, this study makes contributions in the following three aspects. First, the enhancement of certain traditional capabilities (flexibility...
The planned failure and recovery is largely overlooked in the traditional service recovery literature. The purpose of this study is to establish a process-by-outcome framework suitable to gain the understanding of the impacts of critical factors on customers' satisfaction in the planned failure. These are achieved by proposing a theoretical classification framework using the content analysis method...
Responsiveness is one of the key factors for the success of build-to-order (BTO) strategy. This paper aims to analyze the responsiveness of order fulfillment of BTO strategy in the Chinese automotive industry. Using the data collected at five Chinese automotive manufacturers, we find that the optimization of order processing is the key point to shorten the total OTD time. In addition, we obtained...
Value co-creation with customers is a new source to gain competitive advantage. However, the research in this area is still in its early stage. The link between co-creation activities and firm??s capabilities is not clear. Using empirical study, this paper presents a new mechanism of value co-creation with customers. Such mechanism is governed by two principles: (1) customers are the integral part...
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