Research Summary

Customer Compatibility

by Ryan W. Buell


While operational efforts to improve service performance tend to be inwardly directed (e.g., investments in training, process improvements, automation, etc.), the research in this second stream documents how an outward consideration – the degree of compatibility between the customer and the firm’s operating system – is also a crucial driver of service outcomes. My work to date in this stream has sought to quantify the performance benefits of customer compatibility, identify its determinants, and understand how firms can improve it.