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Network Industries and Social WelfareThe Experiment that Reshuffled European Utilities$
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Massimo Florio

Print publication date: 2013

Print ISBN-13: 9780199674855

Published to Oxford Scholarship Online: September 2013

DOI: 10.1093/acprof:oso/9780199674855.001.0001

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Quality of service

Quality of service

(p.248) 8 Quality of service
Network Industries and Social Welfare

Massimo Florio

Oxford University Press

The subjective evaluation of the perceived quality changes complements the previous empirical analysis of survey data. Consumer welfare is not only a matter of prices and quantity, but also of quality of services. Chapter 8 discusses some evidence on the relationship between reforms and customer satisfaction from this point of view. This is an elusive issue, and the results need to be interpreted with caution. Perception of quality does not appear as correlated to any of the reform dimensions, but there are interesting variations across industries and countries. The chapter also discussed more objective definitions and measures of quality in the three sectors considered. Objective and subjective evidence on quality do not appear to reverse the previous findings on evidence on prices.

Keywords:   Quality, perceptions, satisfaction, expectations, measurement

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