Customer Loyalty and Supplier Quality Competition
建立了一个客户选择模型，分析随机质量变化下竞争供应商的服务质量如何影响客户长期购买份额，并基于此构建供应商利润最大化的规范模型，揭示转换行为对服务水平的影响。
We develop a model of customer choice in response to random variation in quality. The choice model yields closed-form expressions which reflect the effect of competing suppliers' service quality on the long-run fraction of purchases a customer makes at the various competitors. We then use the expressions as the basis of simple normative models for suppliers seeking to maximize their long-run average profits. The results provide insight into the effect of switching behavior on the service levels offered by competing suppliers.