Review paper
The Unintended Consequence of Price-Based Service Recovery Incentives
Abstract
Subscription-based service providers (e.g., newspapers, internet services) often issue price-based incentives to recover from service failures. However, because considerable time may pass between when providers issue a recovery incentive and when service contracts are due for renewal, it is unclear whether recovery incentives can improve customer retention in the long run. The authors investigate this question by examining 6,919 contract renewal...
Paper Details
Title
The Unintended Consequence of Price-Based Service Recovery Incentives
Published Date
Jun 28, 2019
Journal
Volume
83
Issue
5
Pages
57 - 77
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