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| Author: | Lynch, J. Jr Buzas, T. Berg, S. |
| Title: | Regulatory measurement and evaluation of telephone service quality |
| Journal: | Management Science
1994 : FEB, VOL. 40:2, p. 169-194 |
| Index terms: | SERVICE QUALITY TELECOMMUNICATION |
| Language: | eng |
| Abstract: | Regulators of utilities that operate as local monopolies would like to set prices or allow rates of return based upon the quality of a utility's service. However, quality is highly multi-dimensional. Traditionally, regulators have collected measures of quality on many separate dimensions, and compared performance on these dimensions to explicit pass-fail standards. They have lacked a method of combining complex patterns of substandard and superstandard performance on these many dimensions to arrive at an overall evaluation of the quality of service. |
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