Abstract
![CDATA[The Australian ISP Industry has changed dramatically over the last few years. Large internet environments are increasing the complexity in network service management. Small ISP’s have to overcome several key challenges that include lack of good quality service/solutions, lack of ability to cope with varying customer demands and lack of flexibility in providing services. In this paper the importance of functional service quality is emphasized in Internet Service Provider (ISP) sector. Several key issues that confront small ISP’s in Australia are highlighted. This was done through a combination of expert interview and looking at the ISP industry reports. This paper argues that there is a need for a knowledge base which can assist ISP’s in making business decisions by efficiently understanding and managing service quality data.]]
Original language | English |
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Title of host publication | Engaging the Multiple Contexts of Management: Convergence and Divergence of Management Theory and Practice: Proceedings of the 19th ANZAM Conference |
Publisher | ANZAM |
Number of pages | 1 |
ISBN (Electronic) | 1740882488 |
ISBN (Print) | 1740882458 |
Publication status | Published - 2005 |
Event | Australian and New Zealand Academy of Management Conference - Duration: 1 Jan 2006 → … |
Conference
Conference | Australian and New Zealand Academy of Management Conference |
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Period | 1/01/06 → … |
Keywords
- Internet service providers
- consumer satisfaction
- performance
- quality control
- Australia