Role of Customer’s Orientation and Professional Skill of a Service Provider in the Telecom Sector of Pakistan

Abstract

Telecom sector of Pakistan has very important role in economy of the country. Innovation is crucially important for telecom industry, which can bring lot of changes in the service sector and improve the service in the telecom industry. Some of the special issues which are arise in the telecom industry that was differentiation between product and process or between network and services innovation. The current study is collected the 40 responses from 6 telecom companies of Pakistan. The current found that positive relationship between customer orientation, and service innovation in telecom industry of Pakistan. On the other side, the study found the insignificant relationship between professional skills and service innovation. The current study suggested that the telecommunication organizations should focus and improved the professional skills, which can improve their growth.

How does emotional intelligence influence self-efficacy among customer service representatives in Pakistan? Mediatory effects of emotional labour

“…Emotional labor is a significant issue within the industry and is considered a professional and industrial hazard of great magnitude (Malik and Sattar, 2022). Due to a number of major developments in the telecommunication sector in Pakistan, the industry is also prone to many challenges with the up-gradation of technologies, the number of services they provide, emerging alternatives offered by their competitors (Sarfraz et al, 2022;Sharif et al, 2019) and letter of credits issues after the global financial crunch and domestic economic meltdown (Amin, 2023). Despite these obstacles, the industry continues to expand and adapt, providing new possibilities for both firms and consumers.…”

“…Due to a number of major developments in the telecommunication sector in Pakistan, the industry is also prone to many challenges with the up-gradation of technologies, the number of services they provide, emerging alternatives offered by their competitors (Sarfraz et al. , 2022; Sharif et al. , 2019) and letter of credits issues after the global financial crunch and domestic economic meltdown (Amin, 2023).…”