Growing negative services

MIT Sloan Management Review

Volumn 47, Issue 3, 2006, Pages 69-74

  Morgan, Ivor ^a,b   Rao, Jay ^a  

^a BABSON COLLEGE   (United States)

^b IESE BUSINESS SCHOOL   (Spain)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33845355216     PISSN: 15329194     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (12)

1. We first introduced this classification for service industries in our article "Making Routine Customer Experiences Fun," MIT Sloan Management Review 45, no. 1 (fall 2003): 93-95.
2. D. Kahneman and A. Tversky, "Prospect Theory: An Analysis of Decision Under Risk," Econometrica 47 (1979): 263-291;
3. A. Tversky and D. Kahneman, "Advances in Prospect Theory: Cumulative Representation of Uncertainty," Journal of Risk and Uncertainty 5 (1992): 297-323;
4. and D.A. Redelmeier, P. Rozin and D. Kahneman, "Understanding Patients' Decisions: Cognitive and Emotional Perspectives," Journal of the American Medical Association 270 (1993): 72-76.
5. C4 is the percentage of market share held by the four largest companies in an industry.
6. "Sears Targets Growing Home Services Market," Do-It-Yourself Retailing 173, no. 5 (November 1997): 21.
7. "Watch Out for the 'Service Side of Sears,'" Air Conditioning, Heating & Refrigeration News, April 5, 1999.
8. M. Troy, "Building Out-of-the-Box Revenue Streams," DSN Retailing Today, May 11, 1998, p. 56.
9. In 1997, for example, services made up 8.4% of sales but 16.5% of operating income (Troy, "Out-of-the-Box").
10. The firm's first airport rental office was opened at Denver International Airport in 1995.
11. See "Enterprise Rent-A-Car Fact Sheet," n.d., http://aboutus.enterprise.com/press_room/fact_sheets.html
12. H. Harreld, "Pick-Up Artists," CIO, Nov. 1, 2000, 148-154.