Understanding Today’s Telecommunications Industry

Czarnecki, Christian; Dietze, Christian

doi:10.1007/978-3-319-46757-3_2

Cited by 5 publications

(1 citation statement)

References 49 publications

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“…This enables the MTC to behave in the desired manner (of improving service quality) even when customers have been disappointed by the services. This is in agreement with surveys that have indicated that mobile network operators continuously improve their service quality (Czarnecki & Dietze, 2017), improve the quality and speed of the devices (ibid. ), and improved photo-, video-and video call quality (Kilaba & Manasseh, 2020;Chigwende & Govender, 2021).…”

Section: Relationship Between Service Quality and Customer Loyaltysupporting

confidence: 91%

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Komunda,

Osarenkhoe

2023

JSSM

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This study examined whether the relationship between service recovery and customer loyalty was statistically significant, and to examine the influence of firm responses on customer loyalty. Descriptive cross-sectional survey and stratified random sampling were used to produce a sample of 384 phone subscribers. Pilot study established reliability and validity of the questionnaire and testing for parametric assumptions performed. Descriptive statistics and inferential statistics (factor analysis, correlations, and regression tests) were used to analyze the data. Results indicated that these relationships were all positive and statistically significant. Moreover, combined impact of service recovery, firm responses, and service quality on customer loyalty was the strongest. Based on the findings, policymakers, and managers of mobile phone companies in Uganda should focus more on service quality, which showed the highest beta values and had a relatively high predictive value for customer loyalty. This study contributes to extant literature by illuminating firms' responses to service recovery, by offering more explicit clarification of the relationship between service recovery, firm responses and customer loyalty. Mobile phone companies should improve how customer complaints are handled by considering the various dimensions of firm responses. Because of the study's cross-sectional design, there remains a need to expand our knowledge by conducting similar but longitudinal studies.

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Section: Relationship Between Service Quality and Customer Loyaltysupporting

confidence: 91%

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Komunda,

Osarenkhoe

2023

JSSM

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Explaining the Effective Factors on Digital Transformation Strategies in the Telecom Industry of Iran Using the Delphi Method

Aghayari

Valmohammadi

Alborzi

2022

Discrete Dynamics in Nature and Society

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Digital transformation is emerging as the main driver of widespread change in the world around us. The communications industry is at the forefront of this transformation, both as an industry that is witnessing extensive changes in its market environment and as a major driver of digitalization around the world. The use of technology and the achievements of information technology alone will not lead to digital transformation in the organization because digital transformation is something of a strategy. The purpose of the research is exploratory and the type of applied research. The research method is data analysis, integrated, quantitative, and qualitative. The Delphi method has been used to identify the indicators, and the fuzzy DANP technique has been used to prioritize and affect. In this research, components and indicators of digital evolution have been extracted using qualitative content analysis. For this purpose, library studies including books and articles, structured interviews with industry experts, the content presented in domestic and foreign conferences and lectures, and reference models provided by leading organizations in the industry were used. The components and indicators were approved by the Delphi method, and the relationship between the components and the indicators and their ranking was done using the DANP (DEMTEL-ANP (DANP)) method. In the end, 6 components and 20 indicators were finalized and identified as indicators of high importance.

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Restructuring and Globalization of Telecommunications Industry

Mohanty

2019

Handbook of Research on Corporate Restructuring and Globalization

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Restructuring and globalization are very important for every technology sector. It provides key competitive advantages to the companies over their rivals. Telecommunications sector is an important strategic segment of the modern economy. Telecommunications is also an advanced technology sector and its restructuring is essential to optimize its revenues. Now it has been evolved to information and communication technologies (ICT), which is the main driving force of growth worldwide. In fact, ICT has paved the way for modern globalization. Overall, ICT and ICT-enabled sectors are among the main contributors of global economy. This sector has passed through several restructuring and evolves continuously. Its globalization is obvious as it is the main technology which promotes globalization. In this chapter, the authors provide the restructuring of telecommunications sectors since the time of its inception in the early 19th century. They also analyzed the strategic changes that promote the restructuring and globalization of this sector.

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Understanding Today’s Telecommunications Industry

Cited by 5 publications

References 49 publications

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Explaining the Effective Factors on Digital Transformation Strategies in the Telecom Industry of Iran Using the Delphi Method

Restructuring and Globalization of Telecommunications Industry

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