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- W1566165540 abstract "The problem of how to effectively and efficiently increase customer satisfaction in outsourced after-sales services by contracting is discussed in this paper. In this setting, the uniqueness of the problem is that the service provider serves both the principal’s customers and his own with the same facilities. Firstly, customer waiting time is chosen to be the effective indicator of customer satisfaction. Then, through theoretical modeling, three kinds of after-sales service outsourcing contracts in consumer markets are analyzed and compared: 1) fixed-reimbursements in the current practice, 2) “performance-based”, and 3) “cost-sharing”. It is proved that: The first type of contract is effective only when the service provider is risk-averse and the arrivals of the two types of customer are correlated; under the risk-neutral assumption, the latter two contract forms are effective to overcome the moral hazard issue, but the first-best solution could only be achieved under the performance-based contract." @default.
- W1566165540 created "2016-06-24" @default.
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- W1566165540 date "2009-03-07" @default.
- W1566165540 modified "2023-09-26" @default.
- W1566165540 title "Outsourced After-Sales Service Contracting in Consumer Markets" @default.
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