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Customer Service Quality and Incomplete Information in Mobile Telecommunications: A Game Theoretical Approach to Consumer Protection.


López Zorzano, Rafael y Pérez-Amaral, Teodosio y Garín-Muñoz, Teresa y Gijón Tascón, Covadonga (2012) Customer Service Quality and Incomplete Information in Mobile Telecommunications: A Game Theoretical Approach to Consumer Protection. [ Documentos de Trabajo del Instituto Complutense de Análisis Económico (ICAE); nº 23, 2012, ] (No publicado)

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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.

Tipo de documento:Documento de trabajo o Informe técnico
Información Adicional:

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, .

Palabras clave:Mobile telecommunications, Consumer protection, Game theory, Customer services, Competition, Oligopoly, Market failure, Experience goods, Incomplete information.
Materias:Ciencias Sociales > Economía > Econometría
Título de serie o colección:Documentos de Trabajo del Instituto Complutense de Análisis Económico (ICAE)
Código ID:16685

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Depositado:10 Oct 2012 11:53
Última Modificación:09 Ene 2014 11:45

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