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The study was informed by constructivist\/interpretive research paradigm approaches to knowledge. Eleven senior executives from key Internet industry stakeholder organizations were interviewed.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>\u2013 Using the neo-institutional theory lens, this study found that the institutional forces (regulatory, customer and competition pressures) played a pivotal role in bringing all Internet industry stakeholders together to address CS\/CH shortcomings in the old Telecommunications Consumer Protection (TCP) 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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>\u2013 The study focused on the functional aspects of service quality (SQ). Technical aspects of SQ is equally important, and future research needs to consider both aspects of SQ when assessing overall performance of vLISPs.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>\u2013 The study findings encourage vLISP managers to continue collaboration with external stakeholders and develop customer-friendly practices that deliver desirable CS\/CH outcomes.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Social implications<\/jats:title><jats:p>\u2013 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.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>\u2013 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.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jices-02-2014-0010","type":"journal-article","created":{"date-parts":[[2014,8,18]],"date-time":"2014-08-18T12:41:58Z","timestamp":1408365718000},"page":"245-267","source":"Crossref","is-referenced-by-count":0,"title":["A study of Internet service provider industry stakeholder collaboration in Australia"],"prefix":"10.1108","volume":"12","author":[{"given":"Karthik","family":"Vilapakkam Nagarajan","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2020122904595719400_b1","unstructured":"ACCAN (2012), \u201cACCAN research reports: 2008-2012\u201d, available at: www.accan.org.au (accessed 23 July 2012)."},{"key":"key2020122904595719400_b2","unstructured":"ACMA (2012), \u201cCustomer service and complaints handling reports\u201d, available at: www.acma.gov.au (accessed 5 August 2012)."},{"key":"key2020122904595719400_b3","unstructured":"ACMA RTC Inquiry Report (2011), \u201cACMA RTC Inquiry Report\u201d, available at: www.acma.gov.au (accessed 14 August 2011)."},{"key":"key2020122904595719400_b4","unstructured":"Alderson, S. 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