Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines

  title={Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines},
  author={Michael A. Lapr{\'e} and Nikos Tsikriktsis},
  journal={Manag. Sci.},
In 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 customers ex ante expectations about a product or service exceed ex post perceptions about the product or service. Because customers can increase expectations over time, customer… 
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