Many firms have introduced internet-based customer self-service applications, such as online payments or brokerage services. Despite high initial signup rates, not all customers actually shift their dealings online. We investigate whether the multi-stage nature of the adoption process (an...

Local telecommunications competition was an important goal of the 1996 Telecommunications Act. We evaluate the consumer welfare effects of entry into residential local telephone service in New York State using household-level data from September 1999 to March 2003. We address the prevalence of...