Towards understanding and managing functional service quality : small ISP scenario

Karthik Vilapakkam Nagarajan, Meena S. Chavan, Johit Das, Srivalli V. Nagarajan, D. Davies, G. Fisher, R. Hughes

    Research output: Chapter in Book / Conference PaperConference Paper

    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 languageEnglish
    Title of host publicationEngaging the Multiple Contexts of Management: Convergence and Divergence of Management Theory and Practice: Proceedings of the 19th ANZAM Conference
    PublisherANZAM
    Number of pages1
    ISBN (Electronic)1740882488
    ISBN (Print)1740882458
    Publication statusPublished - 2005
    EventAustralian and New Zealand Academy of Management Conference -
    Duration: 1 Jan 2006 → …

    Conference

    ConferenceAustralian and New Zealand Academy of Management Conference
    Period1/01/06 → …

    Keywords

    • Internet service providers
    • consumer satisfaction
    • performance
    • quality control
    • Australia

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