Customer Service Quality and Incomplete Information in Mobile Telecommunications: A Game Theoretical Approach to Consumer Protection

Customer Satisfaction of Mobile Internet Users: An Empirical Approximation for the Case of Spain

ABSTRACT This paper studies the mobile Internet services in Spain. It deals mostly with overall consumer satisfaction as well as with some of its attributes. The study is based on Micro data from a survey conducted by the Spanish Center for Sociological Research (CIS, 2009). The analysis shows that communication quality and cost are the…

Defensa de los consumidores individuales de telefonía móvil en España. De la calidad técnica a la calidad del servicio

ABSTRACT Consumer protection in the mobile telecommunications industry has become increasingly important, in particular because in Spain individual consumers exhibit considerably lower satisfaction levels than in the rest of Europe. Recently, consumer protection legislation has been shifting its focus from technical quality to subjective customer service quality. In order to adequately monitor service quality, we…

Una panorámica de las telecomunicaciones en España

Abstract: This article deals with some relevant aspects concerning the Spanish telecom sector in order to show a panoramic view of it. Some of them will be analyzed in detail in other articles of this volume. The article starts by placing the telecom sector within the ICT (Information and Communications Technologies) macro sector. Then we…

Satisfaction of Individual Mobile Phone Users in Spain

Abstract: 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 of residential mobile phone users’ satisfaction among private consumers of mobile…

Consumer complaint behaviour in telecommunications: The case of mobile phone users in Spain

ABSTRACT This work analyses the post-purchase behaviour of mobile phone users once they have experienced a service failure. Taking into account the existing literature on Consumer Complaint Behaviour (CCB), a survey for 4249 individuals in Spain is used for specifying econometric equations that explain the determinants of the complaining decision and the impact that a…

Global Warming and R&D-Based Growth in a Trade Model between Environmentally Sensitive and Environmentally Neglectful Countries

ABSTRACT The paper analyzes a bipolar world in which one region disregards global warming, while the other acknowledges the two-sided link between production and the emissions and concentration of pollutants in the atmosphere. Productive activities are negatively affected by global warming, provoke emissions, and make use of intermediate inputs and forest products as inputs. The…

On the Effect of Resource Exploitation on Growth: Domestic Innovation vs. Technological Diffusion Through Trade

Abstract: The economic growth in a developing country endowed with a natural resource and with a resource-dependent economy can be based on its own investments in new technology. Conversely, it can rely on trade as a channel for technology diffusion from a technologically advanced country. The existence, uniqueness and stability of a sustainable growth path…

Property rights for natural resources and sustainable growth in a two-country trade model

ABSTRACT We analyze a dynamic two-country trade model between a technological leading country and a technological follower economy. The output production in the follower economy needs a renewable natural resource as an essential input. We first prove that the innovation developed in the leading country guarantees sustainable growth in this economy. Moreover, trade of innovation…