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...

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...