IDEAS home Printed from https://ideas.repec.org/a/eee/telpol/v33yi3-4p146-163.html
   My bibliography  Save this article

Identifying leaders and laggards--A method and application to US local telephone companies

Author

Listed:
  • Sastry, Padma

Abstract

Performance attributes of public utilities vary in definition according to the stakeholder: service provider, customer or regulator. A framework is provided for defining, measuring and ranking service quality from multiple perspectives by developing a "quadrant analysis" method. This method is applied and US local telephone companies are ranked over time as leaders and laggards or biased according to one, two and three stakeholder perspectives. Application of the method to 1994-2001 data for the US local telephone industry suggests that some local companies hold their position consistently as leaders among their peers in the industry and some continue to lag behind. While the leaders could be studied for best practices the analysis of the laggards' practices would also yield valuable insights regarding good practice as perceived by the different stakeholders.

Suggested Citation

  • Sastry, Padma, 0. "Identifying leaders and laggards--A method and application to US local telephone companies," Telecommunications Policy, Elsevier, vol. 33(3-4), pages 146-163, April.
    • Handle: RePEc:eee:telpol:v:33:y::i:3-4:p:146-163
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0308596108001237
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:telpol:v:33:y::i:3-4:p:146-163. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/30471/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.