Trouble Reports as an Indicator of Service Quality: The Influence of Competition, Technology, and Regulation

Telecommunications Policy, Vol. 24, pp. 947-967, 2000

21 Pages Posted: 13 Feb 2012

See all articles by Trevor R. Roycroft

Trevor R. Roycroft

Ohio University - J. Warren McClure School of Communication Systems Management

Martha Garcia-Murillo

Syracuse University - School of Information Studies

Date Written: January 12, 2000

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.

Keywords: quality of service, network reliability, competition, alternative regulation

JEL Classification: H54, K23, L51, L15

Suggested Citation

Roycroft, Trevor R. and Garcia-Murillo, Martha A., Trouble Reports as an Indicator of Service Quality: The Influence of Competition, Technology, and Regulation (January 12, 2000). Telecommunications Policy, Vol. 24, pp. 947-967, 2000. Available at SSRN: https://ssrn.com/abstract=2004015

Trevor R. Roycroft

Ohio University - J. Warren McClure School of Communication Systems Management ( email )

9 South College St.
Athens, OH 45701
United States
(740) 593-4887 (Phone)
(740) 593-4889 (Fax)

Martha A. Garcia-Murillo (Contact Author)

Syracuse University - School of Information Studies ( email )

220 Hinds Hall
Syracuse, NY 13244
United States
(315) 443-1829 (Phone)
(315) 443-5806 (Fax)

Register to save articles to
your library

Register

Paper statistics

Downloads
15
Abstract Views
358
PlumX Metrics