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...

Consumer satisfaction is a key determinant of consumer retention, consumer welfare, and is also a strategic variable for competition and international comparisons. Spain’s mobile customer satisfaction is the lowest in the European Union. The focus of this paper is to identify the determinants...

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...

In this paper we study the mobile Internet services in Spain. We are especially interested in overall consumer satisfaction as well as with some of its attributes. We use micro data from a survey conducted by the Spanish Center for Sociological Research (CIS 2009). We have elaborated a model to...