There is growing evidence that low-quality customer service prevails in the mobile telecommunications industry. In this paper we provide theoretical support to this empirical observation by using simple game theoretical models where inefficient low-quality service levels are part of an...

We explore customer choice behavior when they face a choice between service providers of unknown service value. Customers arrive according to a Poisson process to the market. Service times are exponentially distributed with the same rate at each service provider. Both the service providers are...

Asymmetric effects and regulatory focus are two fundamental rules behind an individual’s judgment and motivation. While recent research on loss aversion presents inconsistent evidence, the literature on satisfaction studies provides little insight into the influence of regulatory systems on...