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

Activity: Talk or presentation types › Contributed talk › Scientific

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 titleINFORMS Annual Meeting 2019
Event typeConference
LocationSeattle, United States, Washington
Degree of RecognitionInternational