| 来源类型 | Discussion paper
|
| 规范类型 | 论文
|
| 来源ID | DP10545
|
| DP10545 Demand Fluctuations, Capacity Constraints and Repeated Interaction: An Empirical Analysis of Service Quality Adjustments |
| Alon Eizenberg
|
| 发表日期 | 2015-04-19
|
| 出版年 | 2015
|
| 语种 | 英语
|
| 摘要 | We utilize a unique database from a large legal services provider to examine how service quality responds to the firm's available capacity and workload, and to the nature of the firm-client relationship. We develop empirical measures of both the (internal) level of resources available to the firm at different points in time, and of the (external) value creation for customers. Our results indicate that a service provider can use quality adjustment as a substitute for price adjustment in order to tackle demand fluctuations in the presence of capacity constraints, and to foster long-term relationships with customers. Specifically, we show that service quality increases with the amount of the firm's available resources, decreases with the firm's workload, and increases with the number of previous successful interactions with the client. By documenting these relationships, we wish to shed light on the limitations of current estimates of consumer surplus in service industries, as well as on potential inefficiencies in such industries. |
| 主题 | Industrial Organization
; Labour Economics
|
| 关键词 | Capacity constraints
Customer loyalty
Endogenous quality
Resource allocation
Service industries
|
| URL | https://cepr.org/publications/dp10545
|
| 来源智库 | Centre for Economic Policy Research (United Kingdom)
|
| 资源类型 | 智库出版物
|
| 条目标识符 | http://119.78.100.153/handle/2XGU8XDN/539377
|
推荐引用方式
GB/T 7714 |
Alon Eizenberg. DP10545 Demand Fluctuations, Capacity Constraints and Repeated Interaction: An Empirical Analysis of Service Quality Adjustments. 2015.
|
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