Joint Product Improvement by Client and Customer Support Center: The Role of Gain-Share Contracts in Coordination

@article{Bhattacharya2014JointPI,
  title={Joint Product Improvement by Client and Customer Support Center: The Role of Gain-Share Contracts in Coordination},
  author={Shantanu Bhattacharya and Alok Gupta and Sameer Hasija},
  journal={Information Systems Research},
  year={2014},
  volume={25},
  pages={137-151}
}
A Working Paper is the author's intellectual property. It is intended as a means to promote research to interested readers. Its content should not be copied or hosted on any server without written permission from publications. 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 include transcribing and analyzing customer feedback, analyzing market trends, and… CONTINUE READING

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