RT Report
T1 Customer Service Quality and Incomplete Information in MobileTelecommunications: A Game Theoretical Approach to ConsumerProtection.
A1 López Zorzano, Rafael Alberto
A1 Pérez Amaral, Teodosio
A1 Garín-Muñoz, Teresa
A1 Gijón Tascón, Covadonga
AB 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.
YR 2012
FD 2012
LK https://hdl.handle.net/20.500.14352/49119
UL https://hdl.handle.net/20.500.14352/49119
LA eng
NO JEL Classifications: D18, D43, D82, L15, L96.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 .
DS Docta Complutense
RD 9 abr 2025