Title: Service product design and consumer refund policies

Speaker: Xiao Huang – John Molson School of Business, Université Concordia, Canada

We consider a monopolistic firm selling to heterogeneous consumers who receive imperfect signals on their quality valuations. The firm can customize the product, customize refunds, or customize both. We show that a wide range of product design and refund policies can be optimal depending on consumer valuation heterogeneity and signal quality.

---

Free entrance.
Welcome to everyone!