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...

Using OLS and binary logistic regression, in combination with the OSOR-model on a secondary dataset, the 2010-post election survey by Pew Internet and American Life project, this paper traces the direct paths of Facebook, Twitter, and mobile phone on online political participation and online...

In the mid-1980s a movement towards privatization and de-regulation of the telecommunications sector was begun. The sector has been privatized in most countries and subjected to regulatory reform. The major reform occurred in the late 1990s. Since then the internet and cellular-mobile industries...

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,...