Exit and Voice: A Game-theoretic Analysis of Customer Complaint Management
نویسندگان
چکیده
منابع مشابه
Exit and Voice: A Mechanism Design Approach (with Application to Customer Complaint Management)1
We develop a multiagent-principal model with voluntary participation to address information elicitation from self-selected experts (clients), and accommodate the salient facts in customer complaint management. The noisy informed clients choose among costly complain, keep silence, and exit, and the company decides the complaining barrier and whether to invest in corrective action. We study the B...
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ژورنال
عنوان ژورنال: Pacific Economic Review
سال: 2013
ISSN: 1361-374X
DOI: 10.1111/1468-0106.12019