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Local telephone quality-of-service: a framework and empirical evidence

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  • Clements, Michael E.

Abstract

The notion of quality in the local telephone industry is evolving. Once associated solely with network performance, quality now also encompasses services that support the network. A framework that identifies two categories of quality: people and process oriented and equipment and system oriented quality is proposed. Two approaches to the evaluation of quality are also incorporated. Using a panel dataset and econometric analysis, support for the dual categories of quality is found. Specifically, employment is consistently associated with higher levels of people and process oriented quality. Also, regulation and competition appear to influence these dual categories of quality differently.

Suggested Citation

  • Clements, Michael E., 0. "Local telephone quality-of-service: a framework and empirical evidence," Telecommunications Policy, Elsevier, vol. 28(5-6), pages 413-426, June.
    • Handle: RePEc:eee:telpol:v:28:y::i:5-6:p:413-426
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    Citations

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    Cited by:

    1. Mohammad Sultan Ahmad Ansari & Jamal A. Farooqui & Said Mohammed Gattoufi, 2018. "Emotional Intelligence and Extended Service Profit Chain in Telecom Industry in Oman – An Empirical Validation," International Business Research, Canadian Center of Science and Education, vol. 11(3), pages 133-148, March.
    2. 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.
    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. Chen-Ju Lin & Ci-Rong Li & Chih-Peng Chu, 2011. "The effects of applying a hybrid method with a macro–micro approach for market research in the telecommunication industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 45(4), pages 829-843, June.
    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. Iossa, Elisabetta & Stroffolini, Francesca, 2005. "Price cap regulation, revenue sharing and information acquisition," Information Economics and Policy, Elsevier, vol. 17(2), pages 217-230, March.

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