A Customer-oriented Approach to Satisfaction with Public Service Providers. Empirical Findings from a Market Undergoing Liberalization
Unlike the open competition economic sectors where tens, hundreds or even thousands of companies ‘struggle’ to provide consumers not only with services but also with special utility, the regulated markets (power supply, public transportation, public safety etc.) are dominated by a limited number of service providers. Sometimes the situation is pushed to the point where a few companies ‘control’ the market and set the prices. Although the
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