Does haste always make waste? Service quantity, service quality, and incentives in speed-intensive service firms

Research demonstrates a tradeoff between service quantity and service quality that creates a tension for firms who wish to incentivize both aspects of service performance. We propose a category of speed-intensive services in which prompt responsiveness is the primary driver of service quality. In these firms, service quantity and quality should exhibit a positive interrelationship. Daily data on service quantity and quality performance were...