Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines
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References listed on IDEAS
- Joel A. C. Baum & Paul Ingram, 1998. "Survival-Enhancing Learning in the Manhattan Hotel Industry, 1898--1980," Management Science, INFORMS, vol. 44(7), pages 996-1016, July.
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More about this item
Keywordslearning curve; organizational learning; customer complaints; customer dissatisfaction; airlines;
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