Post by arfanho7 on Feb 24, 2024 8:54:54 GMT
Dynamic architectural capabilities provide managers with the ability to see a complex technical system in an abstract way and change the system s structure to manage bottlenecks and modules in conjunction with the firm s organizational boundaries and property rights. Download working paper http hbs faculty Pages item.aspx num.
How Do Customers Respond to Increased Service W. Dennis Campbell and Frances X. Frei ABSTRACT—When does increased service quality competition lead to customer defection and which customers are most likely to defect Our empirical analysis of customers exploits the varying competitive dynamics in Egypt WhatsApp Number List geographically isolated markets in which a nationwide retail bank conducted business over a five year period. We find that customers defect at a higher rate from the incumbent following increased service quality price competition only when the incumbent offers high low quality service relative to existing competitors in a local market.
We provide evidence that these results are due to a sorting effect whereby firms trade off service quality and price and in turn the incumbent attracts service price sensitive customers in markets where it has supplied relatively high low levels of service quality in the past. Furthermore we show that it is the high quality incumbent s most profitable customers that are the most attracted by superior quality alternatives. Our results appear to have long run implications whereby sustaining a high level of service quality is associated with the incumbent attracting and retaining more profitable customers over time.
How Do Customers Respond to Increased Service W. Dennis Campbell and Frances X. Frei ABSTRACT—When does increased service quality competition lead to customer defection and which customers are most likely to defect Our empirical analysis of customers exploits the varying competitive dynamics in Egypt WhatsApp Number List geographically isolated markets in which a nationwide retail bank conducted business over a five year period. We find that customers defect at a higher rate from the incumbent following increased service quality price competition only when the incumbent offers high low quality service relative to existing competitors in a local market.
We provide evidence that these results are due to a sorting effect whereby firms trade off service quality and price and in turn the incumbent attracts service price sensitive customers in markets where it has supplied relatively high low levels of service quality in the past. Furthermore we show that it is the high quality incumbent s most profitable customers that are the most attracted by superior quality alternatives. Our results appear to have long run implications whereby sustaining a high level of service quality is associated with the incumbent attracting and retaining more profitable customers over time.