López Zorzano, Rafael AlbertoPérez-Amaral, TeodosioGarín-Muñoz, TeresaGijón Tascón, Covadonga2023-06-202023-06-202012-09Akerlof, G. (1970), "The Market for Lemons": Qualitative Uncertainty and the Market Mechanism." Quarterly Journal of Economics 84, pp. 488 -500. Bester, H. (1998), "Quality Uncertainty Mitigates Product Diferentiation", Rand Journal of Economics 29, pp. 828-844. Cherry, B.A. (2010), "Consumer sovereignty: New boundaries for telecom-munications and broadband access". Telecommunications Policy, 34, 1-2, pp. 11-22. El Espectador (2012), http://www.elespectador.com/tecnologia/articulo-370997-superindustria-abre-investigacion-contra-todas-companias-de-celu . El País (2012), http://sociedad.elpais.com/sociedad/2012/08/23/actualidad/1345746537_436783.html . Fudenberg, D. and J. Tirole (1991), Game Theory, MIT Press. Klein, B. and K. Le­ er (1981), "The Role of Market Forces in Assuring Con-tractual Performance," Journal of Political Economy, 89 , pp 615-41. Leland, H. E. (1979), "Quacks, Lemons, and Licensing: A Theory of Minimum Quality Standards.", Journal of Political Economy 87, 6, pp.1328-1346. Milgrom, P. and J. Roberts (1986), "Price and Advertising Signals of Product Quality" Journal of Political Economy, 94, 4, pp. 796-821. Motta, M. (1993), "Endogenous Quality Choice: Price vs. Quantity Competi-tion." Journal of Industrial Economics, Vol. 41, pp. 113-131. Nelson, P. (1970), "Information and Consumer Behavior." Journal of Political Economy, March-April, 78(2), pp. 11-29. Sappington, D. (2005), "Regulating Service Quality: A Survey", Journal of Regulatory Economics; 27:2, pp. 123- 154. SETSI (2012), Ministerio de Industria, O ficina de atención al usuario de tele-comunicaciones, http://www.usuariosteleco.es/ . Shaked, A. and J. Sutton (1982), "Relaxing Price Competition Through Product Diferentiation." Review of Economic Studies, Vol. 49, pp. 3-13. Shapiro, C. (1983), "Premiums for High Quality Products as Returns to Reputations". The Quarterly Journal of Economics ,Vol. 98, No. 4, pp. 659-680. Smith, R.L. (2000), "When Competition is not Enough: Consumer Protection". Australian Economic Papers, 39(4), pp. 408-425. Tirole, J. (1988), The Theory of Industrial Organization. Cambridge, MIT Press.https://hdl.handle.net/20.500.14352/49119JEL 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 .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.engAtribución-NoComercial 3.0 Españatechnical reporthttps://www.ucm.es/icaeopen accessMobile telecommunicationsConsumer protectionGame theoryCustomer servicesCompetitionOligopolyMarket failureExperience goodsIncomplete information.Econometría (Economía)5302 Econometría