Customer Loyalty And Supplier Strategies For Quality Competition (Wharton).pdf

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Customer Loyalty And Supplier Strategies For Quality Competition (Wharton).pdf

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Customer Loyalty And Supplier Strategies For Quality Competition (Wharton)

Financial Institutions Center Customer Loyalty and Supplier Strategies for Quality Competition by Noah Gans 99-12 THE WHARTON FINANCIAL INSTITUTIONS CENTER The Wharton Financial Institutions Center provides a multi-disciplinary research approach to the problems and opportunities facing the financial services industry in its search for competitive excellence. The Centers research focuses on the issues related to managing risk at the firm level as well as ways to improve productivity and performance. The Center fosters the development of a community of faculty, visiting scholars and Ph.D. candidates whose research interests complement and support the mission of the Center. The Center works closely with industry executives and practitioners to ensure that its research is informed by the operating realities and competitive demands facing industry participants as they pursue competitive excellence. Copies of the working papers summarized here are available from the Center. If you would like to learn more about the Center or become a member of our research community, please let us know of your interest. Anthony M. Santomero Director The Working Paper Series is made possible by a generous grant from the Alfred P. Sloan Foundation X V W R P H U / R \D OW \ D Q G 6 X S S OLH U 6 W U D W H J LH V IR U 4X D OLW \ R P S H W LW LR Q 1 R D K *D Q V e\ -D Q X D U \ $EVWUDFW :H DQDO\]H D PRGHO RI FRQVXPHU UHVSRQVH WR YDULDWLRQ LQ SURGXFW RU VHUYLFH TXDOLW\ 7KH PRGHO GHYHORSHG LQ @ SURYLGHV FORVHGIRUP H[SUHVVLRQV WKDW FKDUDFWHUL]H VKRUWWHUP DQG ORQJ WHUP PHDVXUHV RI FXVWRPHU OR\DOW\ WR D VXSSOLHU ,Q WKLV SDSHU ZH GHYHORS VHQVLWLYLW\ DQDO\VHV WKDW RoHU D ULFK FKDUDFWHUL]DWLRQ RI KRZ IDFWRUV ^ VXFK DV WKH XQGHUO\LQJ TXDOLW\ OHYHOV RI WKH VXSSOLHUV WKH FXVWRPHU V DELOLW\ WR GLVWLQJXLVK EHWZHHQ JRRG DQG EDG VXSSOLHUV DQG WKH FXV WRPHU V SULRU EHOLHIV UHJDUGLQJ WKH VXSSOLHUV ^ DoHFW ERWK VKRUWWHUP DQG ORQJWHUP OR\DOW\ :H DOVR XVH WKH H[SUHVVLRQV WR GHYHORS VLPSO