La protección de los consumidores de telefonía móvil está cobrando relevancia, en parte porque la satisfacción de los consumidores en nuestro país es inferior a la de otros países europeos. Históricamente la normativa de protección al consumidor se ha centrado primero en mediciones...

This paper explores the determinants of the individual´s decision to perform cross-border e-commerce (CBeC). The European Union (EU) is especially interested in the promotion of CBeC because it is an important tool in its strategy to achieve the Digital Single Market in Europe. In this paper...

This paper analyzes the adoption patterns of selected internet services such as eCommerce, eBanking and eGovernment in Spain. High quality official data from the Survey on Equipment and Use of Information and Communication Technologies in Households (ICT-H) of the National Institute of...

Digital technologies sometimes create digital divides. One of the remedies for certain divides in Europe is the creation of the Digital Single Market, of which e-commerce is one of the main elements. The focus of this work is e-commerce in Spain. The current study improves substantially on...

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...