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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...
Persistent link: https://www.econbiz.de/10014040056
Collaborating with Yelp and the City of San Francisco, we revisit a canonical example of quality disclosure by evaluating and helping to redesign the posting of restaurant hygiene scores on Yelp.com. We implement a two-stage intervention that separately identifies consumer response to...
Persistent link: https://www.econbiz.de/10011931349
Asymmetric information can distort market outcomes. I study how the online disclosure of information affects consumers' behavior and firms' incentives to upgrade product quality in markets where information is traditionally limited. I first build a model of consumer search with firms' endogenous...
Persistent link: https://www.econbiz.de/10013285520
experiences lower. Furthermore, our study is closely linked to the emerging literature of attribution bias in economics and … psychology and provides a scenario in which we can empirically test two leading theories of attribution bias. In our paper, we … restaurants on special occasions. This result can be explained by one theory of attribution bias according to which people have …
Persistent link: https://www.econbiz.de/10013218853
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We analyze the role of search frictions in the market for commercial health insurance. Frictions increase the cost of insurance by enabling insurers to set price above marginal cost, and by creating incentives for inefficiently high levels of marketing. Frictions also lead to price dispersion...
Persistent link: https://www.econbiz.de/10012758230
We analyze the role of search frictions in the market for commercial health insurance. Frictions increase the cost of insurance by enabling insurers to set price above marginal cost, and by creating incentives for inefficiently high levels of marketing. Frictions also lead to price dispersion...
Persistent link: https://www.econbiz.de/10012464192
Problem definition: We study customer-centric privacy management in service systems and explore the consequences of extended control over personal information by customers in such systems.Methodology: We adopt a stylized queueing model to capture a service environment that features a service...
Persistent link: https://www.econbiz.de/10012312561
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