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Can consumer complaints reduce product reliability? Should we worry?

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dc.creatorColeff, Joaquín
dc.date.accessioned2015-10-06T12:36:11Z
dc.date.available2015-10-06T12:36:11Z
dc.date.created2013-12
dc.date.issued2013
dc.description.abstractWe analyze a monopolist’s pricing and product reliability problem when consumers are entitled to product replacement but have heterogeneous cost of exercising this right, and we assess the implications of a decrease in consumers’ claiming cost on reliability, profit, and welfare. We find that reducing consumers’ claiming cost may reduce reliability and increase profit. Additionally, the model can explain why some firms encourage consumers to complain while others discourage consumers from complaining. We also show that welfare and profit are partially aligned, specially when consumers’ claiming cost are relatively low and the firm prefers to promote complaints; consequently, we find that encouraging complaints will eventually increase welfareeng
dc.format.extent18 páginasspa
dc.format.mediumRecurso electrónicospa
dc.format.mimetypeapplication/pdf
dc.format.tipoDocumentospa
dc.identifier.doihttps://doi.org/10.48713/10336_10968
dc.identifier.editorialUniversidad del Rosario, Facultad de Economíaspa
dc.identifier.urihttp://repository.urosario.edu.co/handle/10336/10968
dc.language.isospa
dc.publisherUniversidad del Rosariospa
dc.publisher.departmentFacultad de Economíaspa
dc.relation.citationIssueNo. 149
dc.relation.citationTitleSerie Documentos de trabajo. Economía
dc.relation.ispartofSerie Documentos de trabajo ; No. 149spa
dc.relation.isversionof1spa
dc.relation.urihttps://ideas.repec.org/p/col/000092/011038.html
dc.rights.accesRightsinfo:eu-repo/semantics/openAccess
dc.rights.accesoAbierto (Texto completo)spa
dc.rights.ccAtribución-NoComercial-SinDerivadas 2.5 Colombiaspa
dc.source.instnameinstname:Universidad del Rosariospa
dc.source.instnameinstname:Universidad del Rosariospa
dc.source.reponamereponame:Repositorio Institucional EdocURspa
dc.subject.ddcComercio interno (Comercio doméstico)
dc.subject.keywordProduct reliabilityeng
dc.subject.keywordConsumer complaintseng
dc.subject.keywordLiability costeng
dc.subject.keywordWarrantyeng
dc.subject.lembQuejas del consumidorspa
dc.subject.lembResponsabilidad del fabricantespa
dc.subject.lembGarantíaspa
dc.titleCan consumer complaints reduce product reliability? Should we worry?spa
dc.typeworkingPapereng
dc.type.hasVersioninfo:eu-repo/semantics/acceptedVersion
dc.type.spaDocumento de trabajospa
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