Customer Loyalty and Supplier Strategies for Quality Competition II: Supplier Quality Strategies
نویسنده
چکیده
We wish to understand how companies should set the service-levels provided by their operations. To this end, we use the measures of customer loyalty obtained in [5] to develop simple, normative models for suppliers seeking to maximize long-run average profits. The results provide insight to suppliers on the level of service they should offer.
منابع مشابه
Customer Loyalty and Supplier Strategies for Quality Competition I: Customer Loyalty
We develop a model of the effect of service quality on customer loyalty. The model is designed to be roughly consistent with empirical findings regarding individual choice under uncertainty and yields closed-form expressions for short and long term measures of loyalty. In a companion paper [9] we use the expressions in operational models that are intended to help suppliers better understand how...
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