Activity: Talk or presentation types › Contributed talk › Scientific
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.