Journal of Information, Communication and Ethics in Society 12 (3):245-267 (2014)
AbstractPurpose – The purpose of this paper is to examine institutional influences on the customer service and complaints handling practices of the Australian Internet industry. Design/methodology/approach – The study adopted a qualitative research methodology using semi-structured interview as a research method. The study was informed by constructivist/interpretive research paradigm approaches to knowledge. Eleven senior executives from key Internet industry stakeholder organizations were interviewed. Findings – Using the neo-institutional theory lens, this study found that the institutional forces played a pivotal role in bringing all Internet industry stakeholders together to address CS/CH shortcomings in the old Telecommunications Consumer Protection Code 2007. This led to significant changes to the CS/CH practices detailed in the revised TCP Code 2012. The study findings revealed that frequent and fateful collaborations between central institutional actors have led to the emergence of organizational fields. The actors identified in the emerging organizational fields actively influence the CS/CH practices and the subsequent implementation of the practices in vLISPs. Research limitations/implications – The study focused on the functional aspects of service quality. Technical aspects of SQ is equally important, and future research needs to consider both aspects of SQ when assessing overall performance of vLISPs. Practical implications – The study findings encourage vLISP managers to continue collaboration with external stakeholders and develop customer-friendly practices that deliver desirable CS/CH outcomes. Social implications – The study findings revealed that when all vLISP industry stakeholders collaborate with each other on a focal issue, there is noticeable progress towards development of CS practices that will contribute to a better CS experience. Originality/value – An evidence-based approach was used towards understanding and explaining how and why institutional actors of technology-based service organizations act together. A significant contribution arising from this study is the identification and discussion of emerging organizational fields comprising the central actors in the Internet industry. These emerging organizational fields have the potential to develop into mature organizational fields and inform future CS/CH practices and consumer protection policies in the Australian Internet industry.
Similar books and articles
Innovation systems in Malaysia: a perspective of university—industry R&D collaboration. [REVIEW]V. G. R. Chandran, Veera Pandiyan Kaliani Sundram & Sinnappan Santhidran - 2014 - AI and Society 29 (3):435-444.
The use of stakeholder analysis to understand ethical and moral issues in the primary resource sector.Frederick A. Frost - 1995 - Journal of Business Ethics 14 (8):653 - 661.
‘Making Sense’ of Collective Stakeholder Action at the Industry Level: The Case of Cardhu Pure Malt and the Scotch Whisky Industry.Natasha Vijay Munshi - 2005 - Proceedings of the International Association for Business and Society 16:333-336.
Going Native: The Value in Reconceptualizing International Internet Service Providers as Domestic Media Outlets. [REVIEW]Sarah Oates - 2011 - Philosophy and Technology 24 (4):391-409.
A Response to Responsibility of and Trust in ISPs by Raphael Cohen-Almagor.Michael R. Nelson - 2010 - Knowledge, Technology & Policy 23 (3):403-407.
Direct medical costs of care for Chinese patients with colorectal neoplasia: a health care service provider perspective.Carlos K. H. Wong, Cindy L. K. Lam, Jensen T. C. Poon, Sarah M. McGhee, Wai-Lun Law, Dora L. W. Kwong, Janice Tsang & Pierre Chan - 2012 - Journal of Evaluation in Clinical Practice 18 (6):1203-1210.
Ethics and incentives: An evaluation and development of stakeholder theory in the health care industry.Heather Elms, Shawn Berman & Andrew C. Wicks - 2002 - Business Ethics Quarterly 12 (4):413-432.
Delivery of ambulance service by volunteers in Victoria, Australia: an ethical dilemma?B. Xu - 2008 - Journal of Medical Ethics 34 (10):704-705.
A conceptual foundation for ethical decision making: A stakeholder perspective in the lodging industry (u.S.A.). [REVIEW]Randall S. Upchurch - 1998 - Journal of Business Ethics 17 (12):1349-1361.
Humanities–Industry Partnerships and the 'Knowledge Society': The Australian Experience. [REVIEW]Elizabeth Cassity & Ien Ang - 2006 - Minerva 44 (1):47-63.
The Emergence and Evolution of Stakeholder Activism and Firm Responses During Social Issue Life-Cycle: The Dynamics of Business-Government-NGO Relationship.Mika Skippari & Kalle Pajunen - 2008 - Proceedings of the International Association for Business and Society 19:495-507.
Can Social Responsiveness Capabilities Deliver Competitive Advantage in Industry Settings? An Empirical Study of the Electricity Generation Industry in Victoria, Australia.Leeora D. Black & Lori Cordingley - 2007 - Proceedings of the International Association for Business and Society 18:113-117.
Ties That Grind? Corroborating a Typology of Social Contracting Problems.Pursey P. M. A. R. Heugens, Muel Kaptein & J. Oosterhout - 2004 - Journal of Business Ethics 49 (3):235 - 252.
The Internet, Intel and the Vigilante Stakeholder.Joseph L. Badaracco - 1997 - Business Ethics, the Environment and Responsibility 6 (1):18-29.
Added to PP
Historical graph of downloads