eBay's growth, therefore, was predicated on the fact that it was on the frontier of the e-business world, forging the path. When others caught up and started making new paths, eBay's business model hit a way (Thompson, 2015)
There are opportunities also to use service excellence to win over customers who might otherwise be dissatisfied. A customer who complains, and then is happy with how the company handled the complaint, is often a very loyal customer through subsequent purchase decisions (Ah & Loh, 2006)