This article provides a review and critique of the empirical literature that examines the effects of incentive regulation on retail telephone service quality in the United States. The literature provides mixed findings. Some dimensions of service quality appear to improve under incentive...

The strong incentive to reduce costs under price cap regulation may create incentives for a regulated firm to reduce delivered service quality levels. Corrective measures, such as service quality standards or a service quality adjustment factor in the price cap formula may mitigate against this...

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...

The management of revenue within a hotel has a direct impact on the financial success of the business. Over the past few years, there has been a lot written about revenue/yield management within hotels; however, research linking influence of services provided by the human resource of a hotel on...

In both entry deterrence theory and practice, customer sorting in response to stockouts determines the best reply responses of incumbents threatened by entry. People Express (PE) chose the right strategy but for the wrong entry game and ended up being deterred in the Southeast region by the...

Since US deregulation, over 200 airlines have started up and failed (Rosen, 1995). While competitive pressures and economic conditions were a factor in the failure of many carriers, the issue of rapid growth and service quality has been blamed for the demise of these carriers. This paper...