The Impact of Process Variation on Customer Dissatisfaction: Evidence from the U.S. Domestic Airline Industry
利用美国主要航空公司的季度数据，研究过程变异（一致性）如何影响顾客不满，发现一致性对高绩效公司至少与平均绩效同等重要，但对低绩效公司影响有限。
ABSTRACT This paper investigates how process variation reduction affects customer dissatisfaction in the context of the U.S. domestic airline industry. We use quarterly data on all major carriers, available since the introduction of required reporting of service indicators to the U.S. Department of Transportation (DOT). Specifically, we investigate how both average performance and variation performance (consistency) of certain processes affect customer dissatisfaction. Our empirical results show that the relationship between process variation and customer dissatisfaction is contingent upon a company's average performance with regard to each process. Consistency is at least as important as average performance for high performers, while it has limited impact for low performers.