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THE ECONOMICS OF QUALITY
ASPECTS OF SERVICE QUALITY
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affected airline approach appropriate aspects of service assessment AUSTEL Australia Post Bell Canada billing British Telecom call failure rate carriers CCITT cent chapter choice models comparisons of service composite index connected consumers costs criteria customer complaints Customer premises equipment customer surveys Directory assistance equipment example factors fault clearance France Telecom fts fts fts GBEs groups hedonic method imperfect information important improvements increase industry international comparisons key aspects Lancaster level of disaggregation level of quality measurement of service methodology monitoring number of payphones objective indicators OECD countries OFTEL Ontario Ontario South operator assisted calls operator services overall overseas particular percentage performance potential product differentiation proportion provision of service quality in transport quality of service quarter quarter quarter regulatory authority result sector service indicators service provided service quality specific subjective TABLE targets telecommunications services telephone transport and communications types of indicators users