Inside the Learning Curve: the Mediating Role of Technological and Procedural Knowledge in High-tech After-sales Services

Zijlstra, F. (Speaker)

Activity: Talk or presentation typesContributed talkScientific

Description

By providing after-sales services, high-tech firms can learn about their products, services, and customers. The question is, through what mechanisms does after-sales experience impact performance? Based on 10 years of data from a high-tech firm we demonstrate how the creation of technological and procedural knowledge act as learning mechanisms. Specifically, we open the black box of the learning curve, by testing the mediating effects of technological and procedural knowledge. These findings contribute to a better understanding of learning in after-sales services.
Period22 Oct 2019
Event typeConference
LocationSeattle, United States
Degree of RecognitionInternational