The measurement and encouragement of telephone service quality

Sanford Berg and John G. Lynch

Telecommunications Policy, 1992, vol. 16, issue 3, 210-224

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.

Date: 1992
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