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—Why Does Poor Service Prevail?

Author

Listed:
  • Eitan Gerstner

    (University of California, Graduate School of Management, AOB IV, One Shields Avenue, Davis, California 95616)

  • Barak Libai

    (Recanati Graduate School of Business Administration, Tel Aviv University, Tel Aviv, Israel 69978)

Abstract

No abstract available.

Suggested Citation

  • Eitan Gerstner & Barak Libai, 2006. "—Why Does Poor Service Prevail?," Marketing Science, INFORMS, vol. 25(6), pages 601-603, 11-12.
    • Handle: RePEc:inm:ormksc:v:25:y:2006:i:6:p:601-603
    DOI: 10.1287/mksc.1050.0154
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    References listed on IDEAS

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    1. William L. Wilkie & Carl F. Mela & Gregory T. Gundlach, 1998. "Does “Bait and Switch” Really Benefit Consumers?," Marketing Science, INFORMS, vol. 17(3), pages 273-282.
    2. Eitan Gerstner & James D. Hess, 1990. "Can Bait and Switch Benefit Consumers?," Marketing Science, INFORMS, vol. 9(2), pages 114-124.
    3. Steven M. Shugan, 2004. "The Impact of Advancing Technology on Marketing and Academic Research," Marketing Science, INFORMS, vol. 23(4), pages 469-475.
    4. William L. Wilkie & Carl F. Mela & Gregory T. Gundlach, 1998. "Does “Bait and Switch” Really Benefit Consumers? Advancing the Discussion …," Marketing Science, INFORMS, vol. 17(3), pages 290-293.
    5. James D. Hess & Eitan Gerstner, 1987. "Loss Leader Pricing and Rain Check Policy," Marketing Science, INFORMS, vol. 6(4), pages 358-374.
    6. K. Sudhir, 2001. "Competitive Pricing Behavior in the Auto Market: A Structural Analysis," Marketing Science, INFORMS, vol. 20(1), pages 42-60, January.
    7. John R. Hauser & Duncan I. Simester & Birger Wernerfelt, 1994. "Customer Satisfaction Incentives," Marketing Science, INFORMS, vol. 13(4), pages 327-350.
    8. Paul Klemperer, 1995. "Competition when Consumers have Switching Costs: An Overview with Applications to Industrial Organization, Macroeconomics, and International Trade," The Review of Economic Studies, Review of Economic Studies Ltd, vol. 62(4), pages 515-539.
    9. James D. Hess & Eitan Gerstner, 1998. "Yes, “Bait and Switch” Really Benefits Consumers," Marketing Science, INFORMS, vol. 17(3), pages 283-289.
    10. Wujin Chu & Preyas S. Desai, 1995. "Channel Coordination Mechanisms for Customer Satisfaction," Marketing Science, INFORMS, vol. 14(4), pages 343-359.
    11. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    12. Subramanian Balachander & Peter H. Farquhar, 1994. "Gaining More by Stocking Less: A Competitive Analysis of Product Availability," Marketing Science, INFORMS, vol. 13(1), pages 3-22.
    13. K. Sudhir, 2001. "Competitive Pricing Behavior in the US Auto Market: A Structural Analysis," Yale School of Management Working Papers ysm228, Yale School of Management.
    14. Steven M. Shugan, 2005. "Brand Loyalty Programs: Are They Shams?," Marketing Science, INFORMS, vol. 24(2), pages 185-193.
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    Citations

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    Cited by:

    1. Ming-Hui Huang & Roland T. Rust, 2017. "Technology-driven service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 906-924, November.
    2. Valenzuela, Leslier & Torres, Eduardo & Hidalgo, Pedro & Farías, Pablo, 2014. "Salesperson CLV orientation's effect on performance," Journal of Business Research, Elsevier, vol. 67(4), pages 550-557.
    3. Axel v. Werder, 2011. "Corporate Governance and Stakeholder Opportunism," Organization Science, INFORMS, vol. 22(5), pages 1345-1358, October.
    4. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
    5. Grace, Debra, 2009. "An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 16(1), pages 1-9.

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