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

Michael E. Clements

Telecommunications Policy, vol. 28, issue 5-6, 413-426

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.

Keywords: Quality; People; Systems; Incentives; Performance (search for similar items in EconPapers)
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