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Augmenting consumer welfare was a key justification behind the reform of utilities from the 1980s. But three decades later, evidence is mounting that consumer satisfaction with household utilities is quite uneven. Moreover; governments, regulators, and international organizations are...
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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,...
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Purpose – This study examined how service providers effectively respond to consumer complaints in an online shopping environment by applying the fairness theory including distributive, procedural, and interactional fairness.Design/Methodology/Approach – Empirical research was conducted using...
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