If Higher Pay Is Profitable, Why Is It So Rare? Modeling Competing Strategies in Mass Market Services

The authors thank several organizations and their employees for allowing us access and sharing their data and insights with us. They also thank Matt Amengual, Emilio Castilla, Greg Distelhorst, Michael Jacobides, Sarah Kalloch, David Keith, Erin Kelly, Tom Kochan, Rogelio Oliva, Paul Osterman, John Sterman, and Ezra Zuckerman for their valuable suggestions. They are grateful for the comments of seminar participants at the Massachusetts Institute of Technology, Stanford, and London Business School, and reviewers and conference attendees at Academy of Management, Carnegie School of Organizational Learning, INFORMS, International System Dynamics Society, Strategic Management Society, Strategy Science, and Theoretical Organizational Models. Felipe Csaszar and three anonymous reviewers provided excellent feedback in the review process that helped improve the manuscript. The authors are solely responsible for any errors.