What if Hotelling's Firms Can Mass Customize?

ABSTRACT Mass customization provides a mechanism by which firms can better target a broad scope of consumer preferences and thus, in so doing, potentially increase their profits. We study product‐design and price competition between two mass‐customizing firms that serve consumers with varying tastes and finite reservation prices. Mass customization has recently received notable attention in both industry and academia, but yet there have been few studies concerning its impact in competitive settings. We contribute to this sparse literature by analyzing a two‐stage non‐cooperative game between two firms serving a Hotelling linear city. By comparing symmetric equilibrium results in settings with and without mass customization, we find that customization changes the nature of competition. More specifically, we show that with customization, a symmetric equilibrium emerges only if the firms' customization cost lies below a threshold, however, the magnitude of that cost does not influence product design decisions in equilibrium. We find that the equilibrium with customizing firms will not sustain cost levels above that threshold. Furthermore, we show that mass customizers earn higher equilibrium profits when consumers' fit sensitivity either significantly or only slightly exceeds the product valuation. On the contrary, traditional firms are better off when facing moderate fit sensitivity. We also establish that competition with mass customization may lead to lower profits and consumer surplus.