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Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines

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  1. Kher, Hemant V. & Kydd, Christine T. & O'Brien, Terrence M., 2017. "Evolution of product quality in European, Japanese and US automotive firms: An exploratory longitudinal analysis," Omega, Elsevier, vol. 73(C), pages 29-36.
  2. Antonio Vera & Pythagoras Petratos & Torsten Oliver Salge, 2018. "A widening gap? Static and dynamic performance differences between specialist and general hospitals," Health Care Management Science, Springer, vol. 21(1), pages 25-36, March.
  3. Scott F. Rockart & Kristin Wilson, 2019. "Learning in Cycles," Organization Science, INFORMS, vol. 30(1), pages 70-87, February.
  4. Siyuan Yi & Qiguo Gong & Feng Dong & Hui Wang, 2020. "The Effect of Planned Breaks on Worker Productivity and the Moderate Role of Workload in a Manufacturing Environment," Asian Economic and Financial Review, Asian Economic and Social Society, vol. 10(12), pages 1366-1383, December.
  5. Chow, Clement Kong Wing & Tsui, Wai Hong Kan, 2017. "Organizational learning, operating costs and airline consolidation policy in the Chinese airline industry," Journal of Air Transport Management, Elsevier, vol. 63(C), pages 108-118.
  6. Maria R. Ibanez & Jonathan R. Clark & Robert S. Huckman & Bradley R. Staats, 2018. "Discretionary Task Ordering: Queue Management in Radiological Services," Management Science, INFORMS, vol. 64(9), pages 4389-4407, September.
  7. Nurcan Turan & Nuri Calik, 2016. "Consumers' Post-Purchase Behavior In Terms Of Complaining, Assertiveness And Discontent; A Field Study From Eskisehir, Turkey," Proceedings of Economics and Finance Conferences 3205696, International Institute of Social and Economic Sciences.
  8. Yan, Nina & Xu, Xun & Tong, Tingting & Huang, Liujia, 2021. "Examining consumer complaints from an on-demand service platform," International Journal of Production Economics, Elsevier, vol. 237(C).
  9. Tsionas, Efthymios & Assaf, A. George & Gillen, David & Mattila, Anna S., 2017. "Modeling technical and service efficiency," Transportation Research Part B: Methodological, Elsevier, vol. 96(C), pages 113-125.
  10. Scott F. Rockart & Nilanjana Dutt, 2015. "The rate and potential of capability development trajectories," Strategic Management Journal, Wiley Blackwell, vol. 36(1), pages 53-75, January.
  11. Abhijith Anand & Rajeev Sharma & Rajiv Kohli, 2017. "What Influences Managerial Use of Business Analytic Systems? A Theory of Performance-Driven Search," Working Papers in Economics 17/12, University of Waikato.
  12. Diwas Singh KC & Bradley R. Staats, 2012. "Accumulating a Portfolio of Experience: The Effect of Focal and Related Experience on Surgeon Performance," Manufacturing & Service Operations Management, INFORMS, vol. 14(4), pages 618-633, October.
  13. Xiujian Chen & Shu Lin & W. Robert Reed, 2010. "A Monte Carlo evaluation of the efficiency of the PCSE estimator," Applied Economics Letters, Taylor & Francis Journals, vol. 17(1), pages 7-10, January.
  14. Omer N. Gokalp & Sami Keskek & Abdullah Kumas & Marshall A. Geiger, 2020. "Insider trading around auto recalls: Does investor attention matter?," Review of Quantitative Finance and Accounting, Springer, vol. 55(3), pages 1003-1033, October.
  15. Ahmed Khwaja & Nathan Yang, 2022. "Quantifying the link between employee engagement, and customer satisfaction and retention in the car rental industry," Quantitative Marketing and Economics (QME), Springer, vol. 20(3), pages 275-292, September.
  16. Jonathan R. Clark & Robert S. Huckman & Bradley R. Staats, 2013. "Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services," Organization Science, INFORMS, vol. 24(5), pages 1539-1557, October.
  17. Saravanan Kesavan & Bradley R. Staats & Wendell Gilland, 2014. "Volume Flexibility in Services: The Costs and Benefits of Flexible Labor Resources," Management Science, INFORMS, vol. 60(8), pages 1884-1906, August.
  18. Bradley R. Staats & Francesca Gino, 2010. "Specialization and Variety in Repetitive Tasks: Evidence from a Japanese Bank," Harvard Business School Working Papers 11-015, Harvard Business School, revised May 2011.
  19. Xueming Luo, 2009. "Quantifying the Long-Term Impact of Negative Word of Mouth on Cash Flows and Stock Prices," Marketing Science, INFORMS, vol. 28(1), pages 148-165, 01-02.
  20. Enno Siemsen & Aleda V. Roth & Sridhar Balasubramanian & Gopesh Anand, 2009. "The Influence of Psychological Safety and Confidence in Knowledge on Employee Knowledge Sharing," Manufacturing & Service Operations Management, INFORMS, vol. 11(3), pages 429-447, April.
  21. Suresh Muthulingam & Anupam Agrawal, 2016. "Does Quality Knowledge Spillover at Shared Suppliers? An Empirical Investigation," Manufacturing & Service Operations Management, INFORMS, vol. 18(4), pages 525-544, October.
  22. Bradley R. Staats & Francesca Gino, 2012. "Specialization and Variety in Repetitive Tasks: Evidence from a Japanese Bank," Management Science, INFORMS, vol. 58(6), pages 1141-1159, June.
  23. Kamalini Ramdas & Taylor Randall, 2008. "Does Component Sharing Help or Hurt Reliability? An Empirical Study in the Automotive Industry," Management Science, INFORMS, vol. 54(5), pages 922-938, May.
  24. Wonsang Ryu & Brian T. McCann & William P. Wan, 2022. "Learning by doing and corporate diversification," Strategic Management Journal, Wiley Blackwell, vol. 43(8), pages 1635-1665, August.
  25. Sriram Thirumalai & Kingshuk K. Sinha, 2011. "Product Recalls in the Medical Device Industry: An Empirical Exploration of the Sources and Financial Consequences," Management Science, INFORMS, vol. 57(2), pages 376-392, February.
  26. Jonathan R. Clark & Robert S. Huckman, 2012. "Broadening Focus: Spillovers, Complementarities, and Specialization in the Hospital Industry," Management Science, INFORMS, vol. 58(4), pages 708-722, April.
  27. Anupam Agrawal & Ujjal Mukherjee & Suresh Muthulingam, 2020. "Does Organizational Forgetting Affect Quality Knowledge Gained Through Spillover?—Evidence from the Automotive Industry," Production and Operations Management, Production and Operations Management Society, vol. 29(4), pages 907-934, April.
  28. Rita Di Mascio, 2016. "Firms’ adoption of self-service technology: how managerial beliefs shape co-production decisions," AMS Review, Springer;Academy of Marketing Science, vol. 6(1), pages 79-97, June.
  29. A. George Assaf & Ljubica Knezevic Cvelbar, 2015. "Why Negative Outputs are Often Ignored: A Comprehensive Measure of Hotel Performance," Tourism Economics, , vol. 21(4), pages 761-773, August.
  30. Robert S. Huckman & Bradley R. Staats, 2008. "Variation in Experience and Team Familiarity: Addressing the Knowledge Acquisition-Application Problem," Harvard Business School Working Papers 09-035, Harvard Business School.
  31. Ingrid M. Nembhard & Anita L. Tucker, 2011. "Deliberate Learning to Improve Performance in Dynamic Service Settings: Evidence from Hospital Intensive Care Units," Organization Science, INFORMS, vol. 22(4), pages 907-922, August.
  32. Dennis Campbell & Frances Frei, 2010. "Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel," Management Science, INFORMS, vol. 56(1), pages 4-24, January.
  33. Anupam Agrawal & Suresh Muthulingam, 2015. "Does Organizational Forgetting Affect Vendor Quality Performance? An Empirical Investigation," Manufacturing & Service Operations Management, INFORMS, vol. 17(3), pages 350-367, July.
  34. Kretschmer, Tobias & Glauber, Johanna, 2018. "Learning from failure across products," CEPR Discussion Papers 13140, C.E.P.R. Discussion Papers.
  35. Dosi, Giovanni & Grazzi, Marco & Mathew, Nanditha, 2017. "The cost-quantity relations and the diverse patterns of “learning by doing”: Evidence from India," Research Policy, Elsevier, vol. 46(10), pages 1873-1886.
  36. Vinayak Deshpande & Mazhar Arıkan, 2012. "The Impact of Airline Flight Schedules on Flight Delays," Manufacturing & Service Operations Management, INFORMS, vol. 14(3), pages 423-440, July.
  37. Kannan Srikanth & Jaideep Anand & Mihaela Stan, 2021. "The origins of time compression diseconomies," Strategic Management Journal, Wiley Blackwell, vol. 42(9), pages 1573-1599, September.
  38. Cheng, Kuangnen & Lee, Zu-Hsu & Shomali, Hamid, 2012. "Airline firm boundary and ticket distribution in electronic markets," International Journal of Production Economics, Elsevier, vol. 137(1), pages 137-144.
  39. Tunç, Süleyman, 2015. "Türkiye’de Tüketici Haklarının Gelişimi Ve Hak Arama Yolu Olarak İnternet [Development of the Consumer Rights in Turkey and the Internet as a Way to Legal Remedies]," MPRA Paper 69623, University Library of Munich, Germany.
  40. Nikos Tsikriktsis, 2007. "The Effect of Operational Performance and Focus on Profitability: A Longitudinal Study of the U.S. Airline Industry," Manufacturing & Service Operations Management, INFORMS, vol. 9(4), pages 506-517, April.
  41. David Maslach & Oana Branzei & Claus Rerup & Mark J. Zbaracki, 2018. "Noise as Signal in Learning from Rare Events," Organization Science, INFORMS, vol. 29(2), pages 225-246, April.
  42. Rocio Bonet & Marta Elvira & Stefano Visintin, 2024. "Hiring Temps but Losing Perms? Temporary Worker Inflows and Voluntary Turnover of Permanent Employees," Work, Employment & Society, British Sociological Association, vol. 38(1), pages 83-102, February.
  43. Eisenberg, Paul, 2016. "Performance Measurement and Management Promotion through Non-Financial Measures: A Management Accounting Perspective," MPRA Paper 75409, University Library of Munich, Germany, revised 02 Aug 2016.
  44. Robert J. Batt & Santiago Gallino, 2019. "Finding a Needle in a Haystack: The Effects of Searching and Learning on Pick-Worker Performance," Management Science, INFORMS, vol. 67(6), pages 2624-2645, June.
  45. Diwas KC & Bradley R. Staats & Francesca Gino, 2013. "Learning from My Success and from Others' Failure: Evidence from Minimally Invasive Cardiac Surgery," Management Science, INFORMS, vol. 59(11), pages 2435-2449, November.
  46. Mariana Nicolae & Mazhar Arıkan & Vinayak Deshpande & Mark Ferguson, 2017. "Do Bags Fly Free? An Empirical Analysis of the Operational Implications of Airline Baggage Fees," Management Science, INFORMS, vol. 63(10), pages 3187-3206, October.
  47. Diwas Singh KC & Christian Terwiesch, 2011. "The Effects of Focus on Performance: Evidence from California Hospitals," Management Science, INFORMS, vol. 57(11), pages 1897-1912, November.
  48. Dennis Campbell & Frances Frei, 2011. "Market Heterogeneity and Local Capacity Decisions in Services," Manufacturing & Service Operations Management, INFORMS, vol. 13(1), pages 2-19, April.
  49. Dennis Campbell, 2008. "Nonfinancial Performance Measures and Promotion‐Based Incentives," Journal of Accounting Research, Wiley Blackwell, vol. 46(2), pages 297-332, May.
  50. Linda Argote & Sunkee Lee & Jisoo Park, 2021. "Organizational Learning Processes and Outcomes: Major Findings and Future Research Directions," Management Science, INFORMS, vol. 67(9), pages 5399-5429, September.
  51. Megan Lawrence, 2020. "Replication using templates: Does the unit learn from itself, the template, or both?," Strategic Management Journal, Wiley Blackwell, vol. 41(11), pages 1955-1982, November.
  52. Susan F. Lu & Gerard J. Wedig, 2013. "Clustering, Agency Costs and Operating Efficiency: Evidence from Nursing Home Chains," Management Science, INFORMS, vol. 59(3), pages 677-694, May.
  53. Megan Lawrence, 2018. "Taking Stock of the Ability to Change: The Effect of Prior Experience," Organization Science, INFORMS, vol. 29(3), pages 489-506, June.
  54. Eisenberg, Paul, 2016. "The Balanced Scorecard and Beyond – Applying Theories of Performance Measurement, Employment and Rewards in Management Accounting Education," MPRA Paper 74271, University Library of Munich, Germany, revised 05 Aug 2016.
  55. Sara Parker‐Lue & Marvin Lieberman, 2020. "The impact of diversification on task performance: Evidence from kidney transplant centers," Strategic Management Journal, Wiley Blackwell, vol. 41(7), pages 1169-1190, July.
  56. Michael A. Lapré & Candace Cravey, 2022. "When Success Is Rare and Competitive: Learning from Others’ Success and My Failure at the Speed of Formula One," Management Science, INFORMS, vol. 68(12), pages 8741-8756, December.
  57. Juan Pablo Madiedo & Aravind Chandrasekaran & Fabrizio Salvador, 2020. "Capturing the Benefits of Worker Specialization: Effects of Managerial and Organizational Task Experience," Production and Operations Management, Production and Operations Management Society, vol. 29(4), pages 973-994, April.
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