Template-type: ReDIF-Paper 1.0
Author-Name: Rafael López Zorzano
Author-Workplace-Name: Universidad Complutense, Spain.
Author-Name: Teodosio Pérez-Amaral
Author-Email: teodosio@ccee.ucm.es
Author-Homepage: https://www.ucm.es/fundamentos-analisis-economico2/perez-amaral,-teodosio
Author-Person: ppe568 
Author-Workplace-Name: Departamento de Economía Cuantitativa (Department of Quantitative Economics), 
	Facultad de Ciencias Económicas y Empresariales (Faculty of Economics and Business), Universidad Complutense 
	de Madrid.
Author-Workplace-Homepage: https://www.ucm.es/fundamentos-analisis-economico2
Author-Name: Teresa Garín-Muñoz
Author-Workplace-Name: UNED, Spain.
Author-Name: Covadonga Gijón Tascón
Author-Workplace-Name: Universidad Complutense, Spain.
Title: Customer Service Quality and Incomplete Information in Mobile Telecommunications: A Game Theoretical 
	Approach to Consumer Protection
Abstract: There is growing evidence that low-quality customer service prevails in the mobile
	telecommunications industry. In this paper we provide theoretical support to this empirical
	observation by using simple game theoretical models where inefficient low-quality service
	levels are part of an equilibrium strategy for the firms. We also find that the inefficiency is due
	to a demand-side market failure generated by incomplete information, and that it does not
	necessarily vanish with competition or with repeated interaction. This is particularly important
	in terms of policy implications because it suggests that the inefficiency should be solved
	through regulation via consumer protection.
Note: The authors wish to thank helpful comments from participants at the 23rd European Regional
	Conference of the International Telecommunication Society, held in July 2012 at Vienna University of
	Economics and Business. Corresponding author: Rafael López Zorzano, ralopez@ccee.ucm.es
Keywords: Mobile telecommunications, Consumer protection, Game theory, Customer services, Competition, 
	Oligopoly, Market failure, Experience goods, Incomplete information.
Classification-JEL: D18, D43, D82, L15, L96.
Length: 22 pages 
Creation-Date: 2012-09  
Number: 2012-23 
X-File-Ref: http://america.sim.ucm.es/repec/ucm/ref/doicae1223.txt
File-URL: https://eprints.ucm.es/id/eprint/16685/1/1223.pdf
File-Format: Application/pdf
Handle: RePEc:ucm:doicae:1223