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'Can you Hear Me Now?' Exit, Voice and Loyalty Under Increasing Competition

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  • T. Randolph Beard
  • Jeffrey T. Macher
  • John W. Mayo

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  • T. Randolph Beard & Jeffrey T. Macher & John W. Mayo, 2015. "'Can you Hear Me Now?' Exit, Voice and Loyalty Under Increasing Competition," Journal of Law and Economics, University of Chicago Press, vol. 58(3).
    • Handle: RePEc:ucp:jlawec:doi:10.1086/684232
    DOI: 10.1086/684232
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    References listed on IDEAS

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    2. Nicholas Economides & Katja Seim & V. Brian Viard, 2008. "Quantifying the benefits of entry into local phone service," RAND Journal of Economics, RAND Corporation, vol. 39(3), pages 699-730, September.
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    5. Chenghuan Sean Chu, 2010. "The effect of satellite entry on cable television prices and product quality," RAND Journal of Economics, RAND Corporation, vol. 41(4), pages 730-764, December.
    6. Abel, Jaison R, 2002. "Entry into Regulated Monopoly Markets: The Development of a Competitive Fringe in the Local Telephone Industry," Journal of Law and Economics, University of Chicago Press, vol. 45(2), pages 289-316, October.
    7. Farrell, Joseph & Klemperer, Paul, 2007. "Coordination and Lock-In: Competition with Switching Costs and Network Effects," Handbook of Industrial Organization, in: Mark Armstrong & Robert Porter (ed.), Handbook of Industrial Organization, edition 1, volume 3, chapter 31, pages 1967-2072, Elsevier.
    8. Farrell, Joseph & Shapiro, Carl, 1988. "Dynamic Competition with Switching Costs," Department of Economics, Working Paper Series qt1h02g9q4, Department of Economics, Institute for Business and Economic Research, UC Berkeley.
    9. Jean-Jacques Laffont & Jean Tirole, 1993. "A Theory of Incentives in Procurement and Regulation," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262121743, April.
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    11. Joseph Farrell & Carl Shapiro, 1988. "Dynamic Competition with Switching Costs," RAND Journal of Economics, The RAND Corporation, vol. 19(1), pages 123-137, Spring.
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    20. Noah Gans, 2002. "Customer Loyalty and Supplier Quality Competition," Management Science, INFORMS, vol. 48(2), pages 207-221, February.
    21. Susan R. Smart, 1994. "The Consequences of Appointment Methods and Party Control for Telecommunications Pricing," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 3(2), pages 301-323, June.
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    23. Crawford, Gregory S & Shum, Matthew, 2007. "Monopoly Quality Degradation and Regulation in Cable Television," Journal of Law and Economics, University of Chicago Press, vol. 50(1), pages 181-219, February.
    24. Ginger Zhe Jin & Phillip Leslie, 2003. "The Effect of Information on Product Quality: Evidence from Restaurant Hygiene Grade Cards," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 118(2), pages 409-451.
    25. Silke J. Forbes, 2008. "The Effect Of Service Quality And Expectations On Customer Complaints," Journal of Industrial Economics, Wiley Blackwell, vol. 56(1), pages 190-213, March.
    26. Andreasen, Alan R, 1985. "Consumer Responses to Dissatisfaction in Loose Monopolies," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(2), pages 135-141, September.
    27. Austan Goolsbee & Amil Petrin, 2004. "The Consumer Gains from Direct Broadcast Satellites and the Competition with Cable TV," Econometrica, Econometric Society, vol. 72(2), pages 351-381, March.
    28. David Levhari & Yoram Peles, 1973. "Market Structure, Quality and Durability," Bell Journal of Economics, The RAND Corporation, vol. 4(1), pages 235-248, Spring.
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    Cited by:

    1. Daniel Levy & Andrew T. Young, 2021. "Promise, trust, and betrayal: Costs of breaching an implicit contract," Southern Economic Journal, John Wiley & Sons, vol. 87(3), pages 1031-1051, January.
    2. Roper, Stephen & Bourke, Jane, 2022. "Innovating into trouble: When innovation leads to customer complaints," Research Policy, Elsevier, vol. 51(10).
    3. Achyuta Adhvaryu & Teresa Molina & Anant Nyshadham, 2019. "Expectations, Wage Hikes, and Worker Voice: Evidence from a Field Experiment," NBER Working Papers 25866, National Bureau of Economic Research, Inc.
    4. Joshua S. Gans & Avi Goldfarb & Mara Lederman, 2021. "Exit, Tweets, and Loyalty," American Economic Journal: Microeconomics, American Economic Association, vol. 13(2), pages 68-112, May.
    5. Thomas S. Conkling, 2020. "Compliance and competition with heterogeneous service providers: the federal Lifeline program," Journal of Regulatory Economics, Springer, vol. 57(1), pages 74-104, February.
    6. Willis, George & Tranos, Emmanouil, 2020. "Using ‘Big Data’ to understand the impacts of Uber on taxis in New York City," SocArXiv 25fxs, Center for Open Science.

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