Nikos Tsikriktsis

Learn More
I n the extensive literature on learning curves, scholars have ignored outcome measures of organizational performance evaluated by customers. We explore whether customer dissatisfaction follows a learning-curve pattern. Do organizations learn to reduce customer dissatisfaction? Customer dissatisfaction occurs when cus-tomers' ex ante expectations about a(More)
W e study the impact of operational performance on profitability in the context of the U.S. domestic airline industry. In addition, we investigate the impact of focus [Skinner, W. 1974. The focused factory. Har-vard Bus. Rev. 52(3) 113–121] on profitability in services. We use quarterly data on all major carriers, available since the introduction of(More)
  • 1