Customer satisfaction is the prime target of today’s profit making organization, and marketing discipline claims that customer satisfaction is the core concept for the efficient business. Call centre department in company easily enables the attraction of consumers to the company and sustaining...

From the angle of competition policy, Voice over IP looks like a panacea. It not only brings better service, but it also increases competitive pressure on former telecommunications monopolists. This paper points to the largely overlooked downside. In a pure world of Internet telephony, there...