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Do Incumbents Improve Service Quality in Response to Entry? Evidence from Airlines' On-Time Performance.

Jeffrey T. PrinceDaniel H. Simon
Published in: Manag. Sci. (2015)
Keyphrases
  • service quality
  • customer satisfaction
  • user satisfaction
  • service providers
  • online shopping
  • electronic commerce
  • competitive advantage
  • e learning
  • call center
  • customer service
  • information quality
  • incident management