Mobile Communications Industry Research Articles

Analysis of Customer Perceptions on the "Quality of Service" in Mobile Communications in Sri Lanka

As a step towards ensuring a better quality in the highly competitive mobile communications industry, the study was designed to analyze expectations on the quality of the service characteristics in mobile communication of customers in Sri Lanka. Telecom industry is best described as an industry in its growth phase in Sri Lanka, dominating in the service sector as the main contributor for national GDP. Cellular industry has been the engine of growth in the telecommunications industry and has bagged 70% of the overall telecom industry. Mobile communication is leading the role as prime communication media in Sri Lanka with a penetration of over 30% in year 2007. Mobile customer base has been increasing at a steady phase over last few years and opportunities are still significant for higher and higher number of customers. Operators are at a race of gaining more and more new markets, consequently the Network expansion and capacity upgrades are also at a higher speed. Motivations are much higher towards low cost solutions, to maintain cost per user and there by be competitive in call charges. Low cost capacity enhancements are always contradicting to call quality in mobile communication. Clarity in customer expectation on quality is significant to develop a cost effective balanced network. Players in the service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Given the financial and resource constraints under which service organizations must manage it is essential that customer expectations are properly understood and measured and that, from the customers' perspective, any gaps in service quality are identified. This information then assists a service provider in identifying costeffective ways of closing service quality gaps and of prioritizing which gaps to focus on. Clarity on perception and gap for satisfaction is vital for operators to effectively utilize scarce resources in telecom industry to ensure optimum service to Customers.

Reducing the level of switching costs in mobile communications: The case of Mobile Number Portability

Switching costs are one of the most important economic forces that affect market competition in mobile communications. Both theoretical and empirical studies have shown that switching costs reduce market competition leading to higher prices, lower product and service quality, and lower customer welfare. Given their negative consequences, national regulatory authorities have designed policies aimed at reducing switching costs and fostering competition. One of the most important of these, in the mobile communications industry, is mobile number portability (MNP). The aim of this paper is to investigate the effect of MNP on switching costs in mobile phone services. First, a hierarchical Bayes model is proposed to measure switching costs at the customer level and to investigate the impact of MNP on them. Second, this study examines the drivers of MNP adoption by customers using a binary logit specification. The results reveal that this regulatory policy has significantly reduced the cost of switching and that MNP adoption partially depends on customer-related variables.

Analyzing Service Quality in the Mobile Communications Industry-A Comparison between GRA and LISREL Methods

This study used grey relational analysis and LISREL method to analyze the relationships among service quality, customer satisfaction and customer loyalty, the mobile communications industry in Taiwan was the subject. The study results show that are the analyzed results by grey relational analysis, LISREL model are similar, which indicates the grey relational analysis only requires small sample size with its smaller data to obtain an acceptably fine solution. The study also finds that service quality is correlatively positive to customer satisfaction and the customer satisfaction to customer loyalty. Among them, the responsiveness and empathy factors have positively influential consequences on customer satisfaction and customer loyalty. However, the relationship between total service quality and customer loyalty are weak.

Research on the Brand Diffusion of the China Mobile Communication Industry Based on the Innovation Diffusion Theory

Perhaps one of the fastest growing markets in China is the mobile telecom market. The brand diffusion of China Mobile Communication Industry that has not been addressed is of great importance to the practicing brand managers. In this article, the authors forecast the potential mobile phone users of China Mobile Communication Industry with the Bass model and analyze the impact of competition on the brand diffusion of China Mobile and that of China Unicom. The study yields the good prediction and the managerial implications.

Convergence of terrestrial and satellite mobile communication systems: an operator's perspective

The rapid growth of innovation, development and convergence in the mobile communications industry has led to immense complexities in proposing business models for the future. The terrestrial mobile communications industry has seen rapid development in new air interface standards in contrast to the Mobile Satellite Systems (MSS) industry. From a terrestrial operator's perspective, this rapid development of new standards poses a threat to the currently deployed mobile network infrastructure. From an MSS operator's point of view, this rapid growth and subsequent deployment poses a threat to one of its core areas of competences: villages and underdeveloped areas. We present an industry level business model for the convergence of terrestrial and satellite mobile communication industry suitable for both terrestrial and MSS operators' perspective. Based upon the business convergence model, we identify the gaps in convergence, using 'stakeholder analysis' and identify potential opportunities in addition to filling in the gaps.

Standardization and Business Models for Platform Competition

This article explores the relationship between standards and business models, illustrating the conceptual linkage with reference to developments in the mobile communications industry. A case study of the DVB-H standard for mobile television shows that regardless of institutional orientation or process, the most important standardization strategy for equipment and service providers is to create platforms that are open to the development of complementary products and services while at the same time preserving the proprietary edge necessary to ensure lock-in effects. The case yields strong reasons to consider that standards now play a significant role in establishing business models for electronic service environments and that business modelling considerations now influence many of the technical decisions.

WiMAX diffusion in USA and Korea: a comparative study integrating scenario planning and Bass model

The primary goal of this paper is to develop a forecast for mobile WiMAX as an emerging technology using scenario planning and Bass model methodologies. To understand why these methods were applied in assessing a forecast for the adoption of WiMAX, the report will discuss the technology's progress, functionality and fair competition. Literature review on the methodology and applications of forecasting in the mobile communications industry will be considered to help provide examples of technology-forecasting estimations. The research shows that WiMAX will diffuse in Korea at a faster rate owing to positive response from imitators. With substantial market potential and a clear picture of subscriber needs, the next radical expansion is expected to occur in the field of personal broadband services. The WIMAX standard promises to deliver superior speed, cost-effective and high-quality services with long distance comprehensive coverage.

Development of an integrated product‐service roadmap with QFD

PurposeThe purpose of this paper is to provide a concrete integrated roadmap structure and a supporting tool for efficient roadmapping, to enhance interdisciplinary research on product‐service.Design/methodology/approachThe paper first clarifies definitions based on literature review. Next, the integrated roadmap structure is designed by overcoming limitations of the existing product‐service roadmaps. Lastly, a modified quality function deployment technique is developed to be used as a means for the integration process and applied to the mobile communications industry for the case study.FindingsThe suggested roadmap and roadmapping process have potential advantages that can help strategic planning and management of product‐service.Research limitations/implicationsThere are issues related to complexity of the suggested technique and completeness of the case study.Practical implicationsThe suggested approach stimulates communication and knowledge sharing between manufacturers and service providers, providing a useful guidance to picture the long‐term future from the same perspective.Originality/valueThe paper provides a holistic approach on the development of the product‐service sets, which is characterized by many challenges and uncertainties.

Investigating the Microstructure of Network Evolution: Alliance Formation in the Mobile Communications Industry

Theories of network evolution frequently focus on “network endogeneity,” which stresses predictable, path-dependent evolution rooted in previous network structure. However, theories of technological evolution and innovation remind us that networks may undergo significant change as technological discontinuities exert pressures on existing relationships and firms engage in exploratory search. How can we incorporate sources of change into our theories of network evolution instead of focusing so squarely on sources of inertia? By using recent advances in graph theory, we develop a more flexible theory of network evolution by examining two patterns of partner selection that have the potential to change networks: “shortcut” formation between relatively unconnected partner clusters, and the entry of new firms into the “main component” of incumbent partners. Our findings suggest an important contingency for the endogeneity perspective: structural homophily predicts shortcut formation but not alliance formation within clusters. Furthermore, we demonstrate that the pattern of alliance formation between incumbents and new entrants to the alliance network is driven by a combination of endogenous and exogenous mechanisms. New entrants attach to more prominent incumbents, but they are more likely to attach with an alliance deal that comprises multiple partners. We demonstrate these findings in an industry where systemic technology encourages cooperation and where network entry is prevalent—the mobile communications industry from 1993–2002.

The evolution of mobile communications in Europe: The transition from the second to the third generation

This paper analyses the evolution of the mobile communications industry in the European Union. The research focuses its interest on the different roles played by the regulator in Europe and in other regions of the world (mainly the US). The diffusion of GSM was extraordinarily fast in Europe, mainly due to the adoption of a unified standard from inception. This rapid diffusion has resulted in an important competitive advantage for European operators. Interestingly, while the regulator acted similarly in the case of UMTS, the development of the latter has faced many problems and, presently, its diffusion is still low (about 5% in the EU). The paper also offers basic information on market structure that may be useful for extracting some preliminary conclusions about the degree of rivalry within the industry and the differences that can be observed between European countries.

Virtual operators in the mobile industry: a techno-economic analysis

For a company planning to become a mobile operator, two alternative ways to enter the market exist. In addition to the traditional way of acquiring a spectrum license and building a mobile network, market entrance is also possible by becoming a virtual operator and utilizing the existing networks of incumbent operators. Potentially, virtual operators will have an important role in shaping the mobile market structure and competition. In this paper, techno-economic modeling methods are used to analyze the position of virtual operators in the mobile communications industry. Four alternative virtual operator scenarios are constructed and analyzed using a linear, deterministic, and quantitative techno-economic model. The results highlight the importance of wholesale contracts with incumbent mobile network operators in determining the virtual operators' business profitability. Unbalance in termination prices between fixed and mobile networks is shown to give incentives for virtual operators to invest in their own network infrastructure.

Broadband in India: Strategic investment opportunities

India is one of the top five mobile communications markets in the world. A wave of structural reforms in the Indian telecommunications industry during the past decade has fueled this growth. Following the introduction of competition, removal of entry barriers, and increasing foreign direct investment, the mobile sector has enjoyed unparalleled success. In contrast, broadband Internet services have not witnessed similar development, and the spread of broadband services in India is slow compared to some of the developing nations in the same region. This paper outlines the success factors (social, economic, and technological) that have contributed to the growth of the mobile communications industry. Based on its success, this paper proposes strategic investment opportunities for service providers, governments, and corporate organizations in the field of broadband services. It also touches on major areas that are outside the telecom arena but contribute to its success.

Follow the Buzz: Questions about Mobile Communication Industries and Scholarly Discourse

Follow the Buzz: Questions about Mobile Communication Industries and Scholarly Discourse

Inter-consortia battles in mobile payments standardisation

Mobile payments can be seen as an innovation service offered by key players from the financial and mobile communication industries. Many believe that standards ensure the success of mobile payments. However, actors with heterogeneous interests cause the complexity in standards-setting process and, therefore, the absence of standards for mobile payments. Various groups have been formed to generate standardised solutions for mobile payments. This paper describes and analyses the role of these groups and how they influence the development of mobile payments. Five consortia are explored in min-case analysis. They are the Mobile Payment Forum, the Mobey Forum, Simpay, PayCircle, and the European Committee for Banking Standards. The existence of these consortia has instigated inter-consortia competition. As a result, there are three types of mobile payments developments identified: bank-account based, telecommunications companies billing-based, and credit-card based. The implications of the developments are discussed with the help of interpretive theory.

An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry

PurposeThe purpose of this study is to assess the SERVQUAL instrument reliability and validity and apply the SERVQUAL instrument in China's mobile communication setting.Design/methodology/approachA mail survey was conducted at a major mobile communications company in mainland China. Instrument reliability and validity were examined. Exploratory and confirmatory factor analyses were conducted.FindingsThe adapted SERVQUAL instrument is a valid and valuable tool to measure service quality. Service convenience is an important additional dimension of service quality in China's mobile communications setting. The dimension of “empathy” may need revision.Research limitations/implicationsFuture research involves assessment of the service convenience dimension and examination of the relative importance of SERVQUAL dimensions in other settings.Practical implicationsSERVQUAL is a valid instrument to measure service quality in China's mobile communications setting. Providing convenience to customers also is critical for service quality improvement. Improvements to some SERVQUAL dimensions may be more beneficial than improvements to others.Originality/valueThis is a pioneer study of the SERVQUAL scale in China's mobile communications setting. This study provides useful insights and guidance for managers to measure and improve service quality.

Going Live

Going Live

New Linear-Electromagnetic Actuator Used for Cellular Phones

The mobile communication industry powered by electronics and information technology is building a transforming way for human communication. Electromechanical part, such as vibration motors, is essential components for mobile phones in order to come up with advance in the communication industry. The traditional vibrating component in mobile phones is a tiny rotating motor having an eccentric weight on top of the shaft. The size reduction, life span, reliability and productivity of mobile phones still remains the most prominent trend in the marketplace and demands a continual effort for the new construction. In this article, design of a linear-electromagnetic actuator is introduced.

The technological experiences and catching-up path in the Korean mobile equipment industry

With respect to technological expertise, its globalisation and the subsequent development of technological capability, Korea, a catching-up country, had some experiences of identifiable discontinuities in her successive technological learning in various industries. The fundamental issue of this paper is to demonstrate how the technological experiences in Korean high-tech industries have affected her technological path, and differentiated it from her previous path of industrialisation. This study takes the premise that the successful technological 'experiences' make the players take challengeable and strategic opportunity in technological selection from the previous infrastructure capability, which is composed of networking and investment capabilities. For this purpose, it proposes an analytical framework for examining a developmental path of Korean catching-up players, and analyses the case of the Korean mobile communication industry based on this framework. It also argues that investment and networking capabilities have played an infrastructural role in building her technological capability.

NFC — the intuitive contactless technology becomes reality

Near Field Communication (NFC) is opening-up completely new perspectives for the mobile communication industry. It enables contactless peer-to-peer communication, reading/writing of contactless cards and, when combined with a smart card IC, emulation of a contactless card. NFC has taken major steps towards market acceptance: ISO standards are in place for the interface and communication protocols, many leading companies in the field are promoting it within the NFC Forum, and numerous field trials are being deployed around the world. Different architectures are being considered for NFC and security mobile phone architectures. The first Philips cellular system solution integrating NFC hardware and software illustrates a successful implementation of one of these architectures.

MANAGING INTERINDUSTRY DIFFERENCES THROUGH DYNAMIC CAPABILITIES: THE CASE STUDY OF NOKIA

This paper examines the case of Nokia as a player of the mobile communication industry and provider of mobile communication system: Mobile handsets (consumer goods) and mobile networks (CoPS). Our aim is to analyze the impact of strategic management and dynamic capability developed by a firm of such an industry, which supports the entire system and manages inter-industry differences of consumer goods and CoPS. Recent convergence among technologies has raised competition among firms. Achieving and sustaining competitive advantage in this converging market is therefore possible by identifying threats and then developing strategies and capabilities to resolve them. This article concludes by examining how the firm can achieve its competitive advantage.