A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Prabhu, Sandeep
- Management of Service Gaps by Infusion of Technology
Authors
1 Allana Institute of Management Sciences (AIMS), Pune, Maharashtra,, IN
2 Symbiosis Institute of Telecom Management (SITM), Symbiosis International University, Pune, Maharashtra, IN
Source
Telecom Business Review, Vol 8, No 1 (2015), Pagination: 10-17Abstract
The purpose of this research paper is to study infusion of technology in services marketing; and to investigate role of technology as an enabler to manage service gaps. Service gaps are theorized to be arising from internal organizational inconsistencies; and affect service quality perceptions of the customers.
The research design comprised of bibliometric analysis, citation count, and review of literature in services marketing in relation to its engagements with technology aspect. The major findings point to, extensive use of technology by service firms to minimize internal and external service gaps. Various technologies are contributing towards interlinking stakeholders by creating seamless service processes.
Newer technologies has potential of efficiently interlinking stakeholders, thus improving service quality by minimizing external (customer) and internal service gaps.
Technology though being adopted by service industry extensively, its implication in relation to service gaps model has not been discussed by researchers.
Keywords
Service Quality, Service Gaps Model, Technology, Service Triangle, Service Encounter, Services Marketing.
- Valuation Techniques in Telecommunication Industry – An Alternative Approach based on Operating Cash Flow and Number of Subscribers
Authors
1 Symbiosis Institute of Telecom Management, Constituent of Symbiosis International University, Pune, Maharashtra, IN
2 Symbiosis Institute of Telecom Management, Constituent of Symbiosis International University, Pune, Maharashtra, IN
Source
Telecom Business Review, Vol 9, No 1 (2016), Pagination: 32-38Abstract
The Indian economy has witnessed tremendous growth after liberalization. The valuation of telecom companies has gained specific importance after 2010. The government has received revenue of more than Rs. 1.06 lac crores through 3G/BWA spectrum auction from telecom operators. The operators raised debt to finance acquisition of spectrum in the above auction. Due to this almost all the operators had to raise debt and now it is impacting their profits, cash flow and valuation. Apart from this the telecom operators are highly regulated. There are various issues due to which the valuation of the telecom companies prior to 2010 (i.e. before auction) and post 2010 shows a huge difference.
The valuation of telecom operators is very crucial and has invited special attention in the recent past. This article attempts to evaluate some special aspects of telecom valuation like valuation based on subscriber, per subscriber EV, PE ratios (EV ratios) etc. which may not be used while valuing other types of industries.
This paper evaluates existing valuation techniques, assesses limitations of these techniques in the light of 3G auction. The valuation of the telecom companies under the conventional techniques may not depict fair results, considering the fact that the telecom sector witnessed an increase in number of subscribers, increase in revenue however a reduction in profits & valuation and heavy cost of debt involved in acquiring spectrum and upgrading technology during 2009 to 2015. The paper attempts to find out an alternative basis to arrive at valuation based upon operating cash flows and the number of subscribers.
Keywords
Valuation, Number of Subscribers, Operating Cash Flows, Telecom Industry.- Literature Review of Service Failure, Service Recovery and their Effects on Consumers and Service Employees
Authors
1 Allana Institute of Management Sciences, Savitribai Phule Pune University, Pune, Maharashtra, IN
2 Symbiosis Institute of Telecom Management, Symbiosis International University, Pune, Maharashtra, IN
Source
Telecom Business Review, Vol 9, No 1 (2016), Pagination: 39-45Abstract
This review aims to analyze literature related to service failure; firm's attempted service recovery; and effects of failure & recovery on consumer and employees. The study identifies important themes emerging in the topic. Chronologically arranged literature is studied for themes, using relevance to the topic. The study identifies three important themes related to; service failure, service recovery and its effects on consumer and employees. First theme is about effect of service failure on consumer value & experience through; negative emotions, emotional labor, and emotion contagion. Second theme is emerged as customer reactions to service failure in terms of; justice & fairness, consumer forgiveness, consumer revenge, opportunistic claiming, recovery satisfaction, and switching behavior. Third theme is about managing service recovery using; compensation & apology, speed of response & positive ending, and customer relationship management. Services being simultaneous processes involving consumer and employees, control of service failures and subsequent service recovery are important functions of managers. Lastly, this study lists failure & recovery management methods for effective use by service managerKeywords
Service Failure, Service Recovery, Emotion, Consumer Behavior, Services Marketing.- Need for New Business Models in Telecom and Emerging Trends
Authors
1 Symbiosis Institute of Telecom Management, Constituent of Symbiosis International (Deemed University), Maharashtra, IN
2 Symbiosis Institute of Telecom Management, Constituent of Symbiosis International (Deemed University), Maharashtra, IN
Source
Telecom Business Review, Vol 11, No 1 (2018), Pagination: 30-36Abstract
The telecom operations in the ICT ecosystem are becoming progressively complex. There is a paradigm shift from the conventional services of voice and data since the consumer dynamics are changing rapidly in terms of value and markets. Due to this, the traditional business models are facing the heat and increased pressure and have started to show signs of instability. This has subsequently forced the telecom service providers to adapt to the changing times which can be seen by the increased investments in the fibre optic connectivity and digital advertisements becoming a pivotal part of the mobile experience. The telecom companies have to continually modify their business models along with radical innovations for the upcoming data value chains. Starting from a brief overview of the structure of a conventional business model and the forces shaping the future of the telecom industry, this paper aims at exploring some new models that serve interests whilst delivering maximum value to the consumer.Keywords
Business Models in Telecom, ICT, Telecom Infrastructure, Telecom Strategies.References
- Tsotsis, A (2010, November). Stack Overflow Hits 10M Uniques, Boldly Goes Where No Q&A Site Has Gone Before. Retrieved from https://techcrunch.com/2010/11/25/stack-overflow-hits-10m-uniquesboldlygoes-where-no-qa-site-has-gone-before/
- Binaifer Karanjia et all. (April, 2017). Blockchain technology benefits and challenges. Retrieved from https://www2.deloitte.com/content/dam/Deloitte/in/Documents/strategy/in-strategy-innovation-blockchaintechnology-india-opportunities-challenges-noexp.pdf
- Bloomberg. (2010). Telefonica’s Tuenti to Start LowCost Mobile-Phone Service.
- Capacitymedia.com. (May, 2011). Evolving business models in wholesale telecoms. Retrieved from http://www.capacitymedia.com/Article/2828436/ Evolving-business-models-in-wholesale-telecoms
- Capgemini. (2010, May). Innovating the Telco Business Model. Magyar Telekom & E.ON AG Sign Power Retail Sales Deal. Hungary: Wireless Federation.Retrieved from https://www.capgemini.com/wpcontent/uploads/2017/07/Innovating_the_Telco_Business_Model_Drivers_and_Emerging_Trends.pdf
- Capgemini.com. (2015) Innovating the Telco Business Model Drivers and Emerging Trends.. Retrieved from https://www.capgemini.com/wp-content/uploads/ 2017/07/Innovating_the_Telco_Business_Model_Drivers_and_Emerging_Trends.pdf
- Cecilia Kang.The Washington Post. (2010, June). AT&T Wireless Scraps Flat-rate Internet Plan. Retrieved from http://voices.washingtonpost.com/posttech/2010/06/att_wireless_scraps_flat-rate.html
- Connected Planet Online. (April , 2009).FTTH provider’s Customers Bury their Own Fiber. Retrieved from Connected Planet Online.
- Enders Analysis. (2010). Mobile Revenue Growth and Outlook Q2 2010.
- i-a-i.com.(2016). Advanced-multiple-input-multiple-output-mobile-ad-hoc-network-optimization. Retrieved from: https://www.i-a-i.com/?news/2017/iai-to-continue-developing-an-advanced-multiple-input-multiple-output-mobile-ad-hoc-network-optimization-system-for-the-army
- IBM.com (2013). IBM Case Study.
- IBM. (2016). New Business Models for Telecom.Retrieved from 03.ibm.com: http://www-03.ibm.com/ibm/history/ibm100/us/en/icons/smartertelco/
- Lawrence Berkeley National Laboratory. (2017, June).Data in single acoustic beam for underwater communications. Retrieved from phys.org.
- Diehl, R., Fagan, S., Langen, R., & Loebel, D. (2015).McKinsey B2B: The future role of telcos in ICT market. Retrieved from: https://www.mckinsey.com/~/media/McKinsey/dotcom/client_service/Telecoms/PDFs/RECALL_No17_B2B_Trends.ashx
- Jones, R. (2015). Mobile Provider Giffgaff Makes First Customer Payouts. Retrieved from https://www.theguardian.com/money/2010/jul/10/mobile-provider-giffgaff
- Statista (2017). Retrieved from Statista.com. https://www.statista.com/statistics/274774/forecast-of-mobile-phone-users-worldwide/
- Strategyand.pwc.com. (November, 2009) After the Downturn: The Four Trends Shaping Telecom’s Future. Retrieved from https://www.strategyand.pwc.com/me/home/press_media/management_consulting_press_releases/article/47186552
- Strategyand.pwc.com. (2013). Reinventing the Business of Telecom. Retrieved from https://www.strategyand.pwc.com/me/home/press_media/management_consulting_press_releases/article/48981108
- Sushma Vishnani. (2017, March) Recent developments that disrupted Indian telecom space. Retrieved from https://www.businesstoday.in/opinion/columns/recentdevelopmentsthat-disrupted-indian-telecom-space/story/248127.html
- TeleGeography. (2010, September). Vodafone Unveils LTE Rollout Plans, Confirms Tariffs.
- Vakulenko, M. (2015). Voice: Breaking free from the telecom business models. Retrieved from slashdata.co.