Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry

Karthik Vilapakkam Nagarajan

Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry

Karthik Vilapakkam Nagarajan

Research output: Chapter in Book / Conference Paper › Conference Paper › peer-review

Abstract

Customer service and complaints handling referred to as Functional Service Quality (FSQ) are the top two Internet service issues that has drawn serious attention of the Australian telecommunications regulator. In the past few years, several regulatory activities, campaigns, stakeholder interactions and collaborations have occurred to improve the FSQ performance of the Australian very large ISPs (vLISPs). This paper analyses senior ISP industry stakeholders' perspectives on institutional pressures that influence the FSQ practices of vLISPs. Major findings are (i) regulatory pressures dominate and vLISPs respond to such pressures for fear of tighter regulation and (ii) the response to such pressures have resulted in significant improvements to the Telecommunications Consumer Protection (TCP) code which has implications for FSQ practices and performance.

Original language	English
Title of host publication	Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A.
Publisher	ANZAM
Pages	1-19
Number of pages	19
ISBN (Print)	9780987415806
Publication status	Published - 2012
Event	Australian and New Zealand Academy of Management. International Conference - Duration: 5 Dec 2012 → …

Conference

Conference	Australian and New Zealand Academy of Management. International Conference
Period	5/12/12 → …

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure

Keywords

Internet service providers
corporate culture
customer services
telecommunication
organizational behaviour

Cite this

Vilapakkam Nagarajan, K. (2012). Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry. In Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A. (pp. 1-19). ANZAM.

Vilapakkam Nagarajan, Karthik. / Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry. Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A.. ANZAM, 2012. pp. 1-19

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title = "Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry",

abstract = "Customer service and complaints handling referred to as Functional Service Quality (FSQ) are the top two Internet service issues that has drawn serious attention of the Australian telecommunications regulator. In the past few years, several regulatory activities, campaigns, stakeholder interactions and collaborations have occurred to improve the FSQ performance of the Australian very large ISPs (vLISPs). This paper analyses senior ISP industry stakeholders' perspectives on institutional pressures that influence the FSQ practices of vLISPs. Major findings are (i) regulatory pressures dominate and vLISPs respond to such pressures for fear of tighter regulation and (ii) the response to such pressures have resulted in significant improvements to the Telecommunications Consumer Protection (TCP) code which has implications for FSQ practices and performance.",

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year = "2012",

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booktitle = "Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A.",

publisher = "ANZAM",

note = "Australian and New Zealand Academy of Management. International Conference ; Conference date: 05-12-2012",

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Vilapakkam Nagarajan, K 2012, Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry. in Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A.. ANZAM, pp. 1-19, Australian and New Zealand Academy of Management. International Conference, 5/12/12.

Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry. / Vilapakkam Nagarajan, Karthik.
Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A.. ANZAM, 2012. p. 1-19.

Research output: Chapter in Book / Conference Paper › Conference Paper › peer-review

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AU - Vilapakkam Nagarajan, Karthik

PY - 2012

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AB - Customer service and complaints handling referred to as Functional Service Quality (FSQ) are the top two Internet service issues that has drawn serious attention of the Australian telecommunications regulator. In the past few years, several regulatory activities, campaigns, stakeholder interactions and collaborations have occurred to improve the FSQ performance of the Australian very large ISPs (vLISPs). This paper analyses senior ISP industry stakeholders' perspectives on institutional pressures that influence the FSQ practices of vLISPs. Major findings are (i) regulatory pressures dominate and vLISPs respond to such pressures for fear of tighter regulation and (ii) the response to such pressures have resulted in significant improvements to the Telecommunications Consumer Protection (TCP) code which has implications for FSQ practices and performance.

KW - Internet service providers

KW - corporate culture

KW - customer services

KW - telecommunication

KW - organizational behaviour

UR - http://handle.uws.edu.au:8081/1959.7/525289

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SN - 9780987415806

SP - 1

EP - 19

BT - Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A.

PB - ANZAM

T2 - Australian and New Zealand Academy of Management. International Conference

Y2 - 5 December 2012

ER -

Vilapakkam Nagarajan K. Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry. In Proceedings of the 26th Annual Australian and New Zealand Academy of Management International conference (ANZAM 2012): Managing for Volatility and Stability: 5-7 December 2012, Perth, W.A.. ANZAM. 2012. p. 1-19

Towards understanding how institutional forces influence the functional service quality practices of Australian very large Internet service provider industry

Abstract

Conference

UN SDGs

Keywords

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Cite this