Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines.
Michael A. LapréNikos TsikriktsisPublished in: Manag. Sci. (2006)
Keyphrases
- organizational learning
- customer service
- customer knowledge
- customer support
- knowledge management
- knowledge sharing
- health care
- implicit knowledge
- user satisfaction
- intellectual capital
- customer satisfaction
- call center
- subject matter
- collective learning
- micro level
- organizational culture
- electronic commerce
- domain knowledge
- e learning
- artificial intelligence
- database
- absorptive capacity
- organizational structure
- high tech
- decision making
- data sets