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Trouble reports as an indicator of service quality: the influence of competition, technology, and regulation

Author

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  • Roycroft, Trevor R.
  • Garcia-Murrilo, Martha

Abstract

Network trouble reports provide a proxy measure of service quality and network reliability. This paper analyzes the influence of local competition, state-level regulation, new technologies, automation, and mergers on RBOC reports of network trouble. Service quality discrimination between residential and business customers is also analyzed. Results indicate that (1) service quality discrimination between business and residential customers in response to competition may be occurring, (2) alternative regulation plans have not led to systematic increases in network trouble, and (3) merger and technology have a consistent impact on repeat trouble.

Suggested Citation

  • Roycroft, Trevor R. & Garcia-Murrilo, Martha, 2000. "Trouble reports as an indicator of service quality: the influence of competition, technology, and regulation," Telecommunications Policy, Elsevier, vol. 24(10-11), pages 947-967, November.
    • Handle: RePEc:eee:telpol:v:24:y:2000:i:10-11:p:947-967
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    Citations

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    Cited by:

    1. Ai, Chunrong & Sappington, David E.M., 2005. "Reviewing the impact of incentive regulation on U.S. telephone service quality," Utilities Policy, Elsevier, vol. 13(3), pages 201-210, September.
    2. Noel Uri, 2004. "The Impact of Incentive Regulation on Service Quality in Telecommunications in the United States," Quality & Quantity: International Journal of Methodology, Springer, vol. 38(3), pages 291-318, June.
    3. Ajodhia, Virendra & Hakvoort, Rudi, 2005. "Economic regulation of quality in electricity distribution networks," Utilities Policy, Elsevier, vol. 13(3), pages 211-221, September.
    4. Noel Uri, 2003. "Service Quality Effects of Incentive Regulation on Access Service in Telecommunications in the United States," European Journal of Law and Economics, Springer, vol. 16(3), pages 369-390, November.
    5. Thomas Bue Bjørner & Jacob Victor Hansen & Astrid Fanger Jakobsen, 2021. "Price cap regulation and water quality," Journal of Regulatory Economics, Springer, vol. 60(2), pages 95-116, December.
    6. 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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