This paper investigates the effects of changes in market structure on residential service quality in local U.S. broadband markets. Our analysis focuses on identifying causal effects on quality from entry (or exit) by firms using both legacy and non-legacy broadband network technologies.We...

Hirschman's Exit, Voice, and Loyalty highlights the role of “voice” when individuals confront an unexpected deterioration in quality. Yet, voice has received little attention. To motivate our empirical analysis, we develop a simple model of voice as the equilibrium of a relational contract...