IDEAS home Printed from https://ideas.repec.org/a/inm/ormksc/v25y2006i6p601-603.html
   My bibliography  Save this article

—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
    as

    Download full text from publisher

    File URL: http://dx.doi.org/10.1287/mksc.1050.0154
    Download Restriction: no
    File URL: https://libkey.io/10.1287/mksc.1050.0154?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Steven M. Shugan, 2004. "The Impact of Advancing Technology on Marketing and Academic Research," Marketing Science, INFORMS, vol. 23(4), pages 469-475.
    2. K. Sudhir, 2001. "Competitive Pricing Behavior in the Auto Market: A Structural Analysis," Marketing Science, INFORMS, vol. 20(1), pages 42-60, January.
    3. 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.
    4. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    5. 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.
    6. 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.
    7. Eitan Gerstner & James D. Hess, 1990. "Can Bait and Switch Benefit Consumers?," Marketing Science, INFORMS, vol. 9(2), pages 114-124.
    8. 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.
    9. James D. Hess & Eitan Gerstner, 1987. "Loss Leader Pricing and Rain Check Policy," Marketing Science, INFORMS, vol. 6(4), pages 358-374.
    10. John R. Hauser & Duncan I. Simester & Birger Wernerfelt, 1994. "Customer Satisfaction Incentives," Marketing Science, INFORMS, vol. 13(4), pages 327-350.
    11. James D. Hess & Eitan Gerstner, 1998. "Yes, “Bait and Switch” Really Benefits Consumers," Marketing Science, INFORMS, vol. 17(3), pages 283-289.
    12. Wujin Chu & Preyas S. Desai, 1995. "Channel Coordination Mechanisms for Customer Satisfaction," Marketing Science, INFORMS, vol. 14(4), pages 343-359.
    13. 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.
    14. Steven M. Shugan, 2005. "Brand Loyalty Programs: Are They Shams?," Marketing Science, INFORMS, vol. 24(2), pages 185-193.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    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. 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.
    4. Axel v. Werder, 2011. "Corporate Governance and Stakeholder Opportunism," Organization Science, INFORMS, vol. 22(5), pages 1345-1358, October.
    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chiang, Wei-yu Kevin, 2010. "Product availability in competitive and cooperative dual-channel distribution with stock-out based substitution," European Journal of Operational Research, Elsevier, vol. 200(1), pages 111-126, January.
    2. James D. Hess & Eitan Gerstner, 1998. "Yes, “Bait and Switch” Really Benefits Consumers," Marketing Science, INFORMS, vol. 17(3), pages 283-289.
    3. Matthew Jones & Bruce Kobayashi & Jason O’Connor, 2018. "Economics at the FTC: Non-price Merger Effects and Deceptive Automobile Ads," Review of Industrial Organization, Springer;The Industrial Organization Society, vol. 53(4), pages 593-614, December.
    4. Antonio Rosato, 2016. "Selling substitute goods to loss-averse consumers: limited availability, bargains, and rip-offs," RAND Journal of Economics, RAND Corporation, vol. 47(3), pages 709-733, August.
    5. Pedro M. Gardete, 2013. "Cheap-Talk Advertising and Misrepresentation in Vertically Differentiated Markets," Marketing Science, INFORMS, vol. 32(4), pages 609-621, July.
    6. Bayle-Tourtoulou, Anne-Sophie & Laurent, Gilles & Macé, Sandrine, 2006. "Assesing the frequency and clauses of out-of-stock events through store scanner data," HEC Research Papers Series 830, HEC Paris.
    7. Fabian Herweg & Antonio Rosato, 2020. "Bait and ditch: Consumer naïveté and salesforce incentives," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 29(1), pages 97-121, January.
    8. 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.
    9. Steven M. Shugan, 2007. "The Editor's Secrets," Marketing Science, INFORMS, vol. 26(5), pages 589-595, 09-10.
    10. Leontiou, Anastasia & Ziros, Nicholas, 2024. "“Tacit bundling” among rivals: Limited-availability bargains for loss-averse consumers," European Economic Review, Elsevier, vol. 165(C).
    11. Luís Cabral, 2012. "Lock in and switch: Asymmetric information and new product diffusion," Quantitative Marketing and Economics (QME), Springer, vol. 10(3), pages 375-392, September.
    12. 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.
    13. Dongling Huang & Christian Rojas & Frank Bass, 2008. "What Happens When Demand Is Estimated With A Misspecified Model?," Journal of Industrial Economics, Wiley Blackwell, vol. 56(4), pages 809-839, December.
    14. A. Yeşim Orhun & Sriram Venkataraman & Pradeep K. Chintagunta, 2016. "Impact of Competition on Product Decisions: Movie Choices of Exhibitors," Marketing Science, INFORMS, vol. 35(1), pages 73-92, January.
    15. Sergio Meza & K. Sudhir, 2006. "Pass-through timing," Quantitative Marketing and Economics (QME), Springer, vol. 4(4), pages 351-382, December.
    16. Steven M. Shugan, 2005. "Brand Loyalty Programs: Are They Shams?," Marketing Science, INFORMS, vol. 24(2), pages 185-193.
    17. Pasquale Schiraldi, 2006. "Second-Hand Markets and Collusion by Manufacturers of Semidurable Goods," Boston University - Department of Economics - Working Papers Series WP2006-028, Boston University - Department of Economics.
    18. Xinbo Hu & Paul J. Zak, 2022. "A Procedure to Set Prices and Select Inventory in Thinly Traded Markets Using Data from eBay," JRFM, MDPI, vol. 15(7), pages 1-8, July.
    19. S. Sriram & Pradeep K. Chintagunta & Ramya Neelamegham, 2006. "Effects of Brand Preference, Product Attributes, and Marketing Mix Variables in Technology Product Markets," Marketing Science, INFORMS, vol. 25(5), pages 440-456, September.
    20. Verboven, Frank & Bourreau, Marc & Sun, Yutec, 2018. "Market Entry, Fighting Brands and Tacit Collusion: The Case of the French Mobile Telecommunications Market," CEPR Discussion Papers 12866, C.E.P.R. Discussion Papers.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:inm:ormksc:v:25:y:2006:i:6:p:601-603. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Asher (email available below). General contact details of provider: https://edirc.repec.org/data/inforea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.