monash_110695.pdf (2.16 MB)
Download file

Service provider quality: The need for research:

Download (2.16 MB)
journal contribution
posted on 01.05.2017, 03:46 by Havyatt, David
The telecommunications industrys reputation for poor customer service has been much commented on but little analysed. This study seeks to assist in the three-party engagement between providers, consumers and regulators to improve industry performance. Building on a workshop conducted in 2006 by the Consumer Council of ACIF, a small pilot survey was conducted to assess the adequacy of a description of a quality service provider and the performance of service providers against it. The survey suggests the need and a pathway for further public research, along the lines of research undertaken by providers for themselves. Copyright 2010 David Havyatt. No part of this article may be reproduced by any means without the written consent of the publisher.


Date originally published



Telecommunications Journal of Australia, vol. 60, no. 1 (2010), p. 11.1-11.13. ISSN 1835-4270