With public services operating as monopolies, dissatisfied users cannot exit from the relation without changing patronage. Apart from exit from the region, voicing their dissatisfaction in order to influence the service offer becomes the only alternative. Industries and companies may be...

The strategy literature focuses on the firm or industry as the unit of analysis. In the game of “jockeying for positions” through “a process of creative destruction”, companies create imperfections (dominating suppliers and customers create entrance barriers) to achieve results above...