Consumer satisfaction is a key determinant of customer retention, profitability of operators, consumer welfare and a strategic variable for competition and international comparisons. Spain's mobile customer satisfaction is the lowest in the European Union according to recent EU studies (SMREC,...

This work analyzes the post-purchase behavior of mobile phone users once they have experienced a service failure. Taking into account the existing literature on Consumer Complaint Behavior (CCB), a survey for 4249 individuals in Spain is used for specifying econometric equations explaining the...

This paper analyzes the adoption patterns of selected internet services such as eCommerce, eBanking and eGovernment in Spain. High quality official data from the Survey on Equipment and Use of Information and Communication Technologies in Households (ICT-H) of the National Institute of...

Digital technologies sometimes create digital divides. One of the remedies for certain divides in Europe is the creation of the Digital Single Market, of which e-commerce is one of the main elements. The focus of this work is e-commerce in Spain. The current study improves substantially on...

The importance of Internet for the travel and tourism industry has increased rapidly over the last few years. Understanding how travellers behave is of critical importance to travel suppliers and tourism authorities for formulating appropriate marketing strategies so as to fully exploit the...

The importance of Internet for the travel and tourism industry has increased rapidly over the last few years. Understanding how travellers behave is of critical importance to travel suppliers and tourism authorities for formulating appropriate marketing strategies so as to fully exploit the...