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

Zijlstra, F. (Spreker)

Activiteit: Types gesprekken of presentatiesAangemelde presentatieWetenschappelijk


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.
Periode22 okt 2019
EvenementstitelINFORMS Annual Meeting 2019
LocatieSeattle, Verenigde Staten van Amerika
Mate van erkenningInternationaal