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Invited Commentary—Why Does Poor Service Prevail?

University of California, Graduate School of Management, AOB IV, One Shields Avenue, Davis, California 95616
Recanati Graduate School of Business Administration, Tel Aviv University, Tel Aviv, Israel 69978
egerstner{at}ucdavis.edu
libai{at}post.tau.ac.il

No abstract available.

Key Words: service models; service failure; customer satisfaction; switching costs
History: Received: June 14, 2005;