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The measurement and encouragement of telephone service quality

Author

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  • Berg, Sanford V.
  • Lynch Jr, John G.

Abstract

Telephone service quality is an important but understudied aspect of industry performance in response to industry performance in response to new technological opportunities and a new regulatory environment, we must be able to measure quality over time (and across firms), evaluate the many dimensions of service quality in terms of some objective function, and develop incentive mechanisms for encouraging appropriate levels (and mixes) of service quality. Plain old telephone service is far more complicated than typical studies suggest, requiring researchers to rigorously analyse the costs and valuations of alternative quality improvements.

Suggested Citation

  • Berg, Sanford V. & Lynch Jr, John G., 1992. "The measurement and encouragement of telephone service quality," Telecommunications Policy, Elsevier, vol. 16(3), pages 210-224, April.
    • Handle: RePEc:eee:telpol:v:16:y:1992:i:3:p:210-224
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    Cited by:

    1. Holt, Lynne, 2005. "Utility service quality--Telecommunications, electricity, water," Utilities Policy, Elsevier, vol. 13(3), pages 189-200, September.
    2. Mishra, Brajesh & Ghosh, Sajal & Kanjilal, Kakali, 2020. "Evaluation of import substitution strategy in Indian telecom sector: Empirical evidence of non-linear dynamics," Telecommunications Policy, Elsevier, vol. 44(7).
    3. Armstrong, Mark & Sappington, David E.M., 2007. "Recent Developments in the Theory of Regulation," Handbook of Industrial Organization, in: Mark Armstrong & Robert Porter (ed.), Handbook of Industrial Organization, edition 1, volume 3, chapter 27, pages 1557-1700, Elsevier.
    4. Facanha, Luis Otavio & Resende, Marcelo, 2004. "Price cap regulation, incentives and quality:: The case of Brazilian telecommunications," International Journal of Production Economics, Elsevier, vol. 92(2), pages 133-144, November.

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