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Whereas past research has focused on negative outcomes that can transfer from one firm to another, this paper examines conditions under which a service failure by one firm creates an opportunity to enhance customer evaluations of a different firm in a contiguous service experience. Thus, a new...
This paper focuses on managers’ marketing decision making during performance decline. Drawing on the reconciliation of theories of failure-induced change and threat-rigidity by Ocasio (1995), we examine how performance decline may result in a rigid decision-making process and decision...
Business-to-business electronic markets have emerged as robust, legitimate channels for conducting transactions, where firms participate in these markets according to their investments in the channel, such that they might participate as an expert, explorer, or passive firm. Over time, repeated...
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