Complaint Management is an Investment Cost of customer acquisition vs. retention Loyalty Word of mouth (positive or negative) Information for design changes Compensation may exceed price

15.834 Complaints Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?

Factors facilitating head s attack transparent performance and fashion cycles The same factors make defense harder

15834 Mid-Course Feedback 03 More specificity on summary slides .Lectures boring Case overlap . Post lecture slides

Relationship\-resources develop slowly The properties preventing imitation hamper transferability

损益表和资产负债表对于辨识资源可能会有所帮助。 即使有一些未知的优势无法从会计报 表上看出 琐碎的细项太多

“Relationship”-resources develop slowly The properties preventing imitation hamper transferability

损益表和资产负债表对于辨识资源 可能会有所帮助。 即使 一有一些未知的优势无法从会计报 表上看出 一琐碎的细项太多

In markets where quality is hard to observe, reputations last a long time If quality is important, competitive advantages tend to be long-lived

在产品品质难以辨别的市场中,企业声誉的影响力 可持续非常久。 如果产品品质很重要的话,竞争优势也会持续非常 久