Joint product improvement by client and customer support center: The role of gain-share contracts in coordination
We study the role of different contract types in coordinating the joint product improvement effort of a client and a customer support center. The customer support center's costly efforts at joint product improvement include transcribing and analyzing customer feedback, analyzing market trends,...
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| Main Authors: | , , |
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| Format: | text |
| Language: | English |
| Published: |
Institutional Knowledge at Singapore Management University
2014
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| Subjects: | |
| Online Access: | https://ink.library.smu.edu.sg/lkcsb_research/5102 https://ink.library.smu.edu.sg/context/lkcsb_research/article/6101/viewcontent/isre_2E2013_2E0504__1_.pdf |
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| Institution: | Singapore Management University |
| Language: | English |