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21 – 30 of over 16000Shahrokh Nikou, Harry Bouwman and Mark de Reuver
Fearing that their voice and SMS business will be substituted by IP‐based services from internet companies, mobile operators are developing various IP multimedia subsystem (IMS…
Abstract
Purpose
Fearing that their voice and SMS business will be substituted by IP‐based services from internet companies, mobile operators are developing various IP multimedia subsystem (IMS) based technologies to enable richer communication services. They reason that since the new rich communication services – such as enhanced presence, group communication and seamless switching between devices and media types within the same communication session – provide secure and more reliable services than those offered by internet companies – Skype, Whatsapp and Google+, for instance – consumers will readily appreciate their services and consequently use them. This paper seeks to address these issues.
Design/methodology/approach
To validate these claims, this study analyzes the results of a conjoint survey among 82 respondents in The Netherlands, France and Spain. Are users really willing to adopt these rich communication services and, if so, do issues like reliability, privacy and security impact their decision?
Finding
The results indicate that while users are most interested in “group communication” features of rich communication services, they appreciate other services like “switching devices”, “switching media during communication sessions” and “file‐sharing”. Still, for all services, reliability, security and interoperability (i.e. switching between devices) are valued as important requirements.
Research limitation/implications
These findings contribute to the debate on platform competition, as these rich communication services are provided on the basis of the IMS platform, while competing services are offered via an internet base platform.
Originality/ value
This paper contributes to the discussion in the mobile telecommunications domain on whether and how operators can counter the threat from internet players that look to take over their voice and SMS business. Theoretically, this paper will contribute both to understanding why users intend to adopt advanced mobile services and creating insight into the consumer‐related factors that drive the war between competing service platforms.
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The purpose of this chapter is to present a general review of free or inexpensive methods of implementing the following mobile services in libraries: Library Websites, Short…
Abstract
The purpose of this chapter is to present a general review of free or inexpensive methods of implementing the following mobile services in libraries: Library Websites, Short Message Service (SMS) reference, and Mobile Online Public Access Catalogs (MOPACs). The findings were based on a literature review of materials that discussed mobile technologies in libraries. The findings conclude that libraries with tight budgets should approach their mobilization project in terms of stages, developing content and services sequentially from passive formats, which require little input, to more dynamic items, which entail greater interaction. Most free and inexpensive mobile services are geared toward passive formats, providing a starting point for libraries with limited budgets. Scope of the chapter is limited to public and university libraries and initiatives for smartphones. Prices listed are in USD as of January 2011 and may be subject to change. The costs of training, management, and development time by libraries were not factored into the costs. Mobile services have become one of the biggest new library trends. Simply keeping abreast of library service options made possible through advances in mobile technology can be a challenge. In addition, tough economic times have prevented many libraries from actually implementing mobile services. This chapter discusses a number of ways for libraries to create their own mobile initiative with little to no money at all—except of course for the hidden cost of staff effort.
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Peter Curwen and Jason Whalley
The purpose of this study is to analyse the ways in which mobile operators in the USA that previously presented themselves as providers of essentially a single service have had to…
Abstract
Purpose
The purpose of this study is to analyse the ways in which mobile operators in the USA that previously presented themselves as providers of essentially a single service have had to adapt to the requirements of a multi-play world that includes mobile and fixed-wire voice, broadband internet and Pay-TV.
Design/methodology/approach
The approach is empirical in its entirety and based upon a historical review of the actions of (primarily) the nationwide mobile operators in the USA. Account is taken of the actions of companies in what were historically separate spheres of business such as cable and satellite.
Findings
It can be seen that there has been a great deal of restructuring activity in the US mobile sector during the past decade driven by a number of factors such as the need to achieve scale and to provide high-date-rate transmission. However, in very recent times, the main driving force has been the need to gear up for the provision of multi-play services.
Research limitations/implications
The next few years will see an acceleration of restructuring activity as previously independent companies link up voluntarily or via takeovers.
Social implications
It can be argued that it is the evolving use of smartphones, especially among those aged under 30, that is a key reason why mobile operators are having to change their business models, rather than the reverse.
Originality/value
Regulators, in particular, appear to be stuck in a world in which different segments of the world of telecommunications continue to plough independent furrows. However, multi-play is the future of the sector and there has not so far been much attention paid to this phenomenon.
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This paper aims to empirically explore the extent to which actual use intensity of mobile internet (MI) access is influenced by factual use conditions and evaluative perceptions…
Abstract
Purpose
This paper aims to empirically explore the extent to which actual use intensity of mobile internet (MI) access is influenced by factual use conditions and evaluative perceptions of MI adopters. Furthermore, it analyzes relationships between this usage behavior and mobile voice call as well as SMS activity quantities at the individual customer level.
Design/methodology/approach
Indicators of actual MI, voice call and SMS use intensity were obtained for a sample of 443 MI customers of a mobile network operator (MNO) in Germany. The objective behavioral measures were integrated with adopter responses collected through a standardized telephone survey.
Findings
Factual MI use conditions (MI tariff type and appliance class, fixed broadband internet home access) were significant predictors of MI use intensity, whereas MI‐related evaluative perceptions (e.g. MI value assessment) were not. Distributions of MI, voice telephony, and SMS use intensities were highly skewed. A small group of users disproportionately contributed to the total MI traffic generated by the sample. Most customers use MI only to a limited extent after the initial adoption. MI use intensity was not significantly correlated with mobile voice communication or SMS activity levels.
Research limitations/implications
The study included data only from early MI subscribers of one MNO in a single country. The system‐captured MI use intensity indicator did not distinguish between different variants of MI services. Measures of factual MI use circumstances were not very fine‐grained. Common potential perceptual antecedents of MI acceptance (e.g. usefulness, ease of use) were excluded due to constraints imposed by the collaborating MNO.
Practical implications
The research indicates that MNO should consider promoting MI use intensity by offering “packages” that encompass a flat rate and a laptop at special bundle prices. Further, MNO are well‐advised to develop activities which discourage customers who do not already have a fixed broadband access at home from the acquisition of such an installation in the future. Finally, managers are urged to critically reflect the validity of single rater studies on MI acceptance before drawing practical conclusions from this type of work.
Originality/value
The contributions of this paper result from the exploration of actual usage behaviors of MI adopters and the integration of system‐captured use intensity measures with survey responses. This approach is seminal in better understanding limitations of purely questionnaire‐based investigations on use of mobile communication services in general and MI in particular. Additionally, the study demonstrates the importance of considering factual MI use circumstances as factors shaping MI use intensity.
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This study seeks to investigate the effect of mobile number portability (MNP) on mobile subscribers in Korea by focusing on subscribers' perception and behavior related to MNP.
Abstract
Purpose
This study seeks to investigate the effect of mobile number portability (MNP) on mobile subscribers in Korea by focusing on subscribers' perception and behavior related to MNP.
Design/methodology/approach
The study collected data on subscribers who had changed mobile carriers between the beginning of MNP (July 2003) and December 2005. The data were analyzed by statistical analyses such as ANOVA and logistic regression.
Findings
Statistical analyses in this study reveal that subscribers perceive the switching barrier still as high, discouraging subscribers from switching carriers. While MNP lowered switching costs considerably, a significant level of switching costs still remains despite MNP. Carriers develop new subscriber lock‐in strategies that make them stay with current carriers. In addition, there are hidden costs other than MNP that should burden subscribers with number portaling.
Research limitations/implications
The findings imply that the MNP has directly affected the industries to a greater extent than subscribers, which suggests implications for both regulators and industries: how to effectively enforce MNP to achieve the intended goals and how to achieve competitive advantage with MNP.
Originality/value
This research is particularly interested in investigating the effect of the introduction of MNP on subscribers' behaviors and perceptions, and therefore their motivations for changing or remaining with mobile carriers (operators) with the introduction of MNP. Although there have been many studies looking at the effect of number portability on competition at the industry level, little attention has been shown on the individual level such as subscribers' behavior or perception.
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Peter Curwen and Jason Whalley
The purpose of the paper is to assess whether the dysfunctional structure of the Indian mobile communications sector has been improved by a large number of spectrum auctions…
Abstract
Purpose
The purpose of the paper is to assess whether the dysfunctional structure of the Indian mobile communications sector has been improved by a large number of spectrum auctions during the period 2010-2016.
Design/methodology/approach
This paper provides a case study of developments in the Indian mobile communications sector primarily during the period 2010-2016. This period has witnessed a large number of spectrum auctions, the results of which are presented and analysed. The particular focus is upon the consequences of these auctions for the structure of the sector which began the period in what can best be described as a dysfunctional state.
Findings
The paper concludes that only limited progress has so far been made in improving the structure of the sector. This is due to factors such as political interference, delays in completing merger & acquisition (M&A) activity, badly organised auctions, a scarcity of the right amount of spectrum in the right places and a regional structure that inhibits operators from providing a nationwide presence.
Practical implications
The paper concludes that considerable progress still needs to be made: For example, political interference needs to be harmonised, auction prices need to become market-clearing and M&A activity needs to come to fruition.
Originality/value
The existing analysis of the sector has paid only limited attention to the significance of auctions for the structure of the sector, and this paper provides an analysis of all auctions and M&A activity virtually to the end of 2016, making it unusually up-to-date.
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Examines the past, present and future oflibrary provision in rural areas. Varioussolutions to the problems of providing alibrary service to such areas are criticallyassessed. The…
Abstract
Examines the past, present and future of library provision in rural areas. Various solutions to the problems of providing a library service to such areas are critically assessed. The mobile libraries operated by Clwyd Library and Museum Service are examined as a case study. A selection of possible future developments is described and evaluated and recommendations are made for research into user studies, co‐operation and children′s needs.
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The purpose of this paper is to understand the mobile pervasiveness among different categories of student’s gender-wise vis-a-vis to investigate user perception to access library…
Abstract
Purpose
The purpose of this paper is to understand the mobile pervasiveness among different categories of student’s gender-wise vis-a-vis to investigate user perception to access library content in innovative ways. The study tries to understand the potential demand of some features in mobile library initiatives. In addition, this study aims to determine willingness and need of mobile library services. The information gained from the study is intended to help the libraries to realize the growing demand of mobile library services.
Design/methodology/approach
A questionnaire was designed to gather feedback on student’s perception regarding the important mobile service features which they find useful to be included in different library initiatives. The aim was to understand the pervasiveness of mobile devices and information needs in Indian Academia. Moreover, which features can be added to new initiatives so as to deliver robust services to the users in their comfort zones.
Findings
The responses received indicate that a significant number of students are ready to adopt mobile library initiatives with the desired features in them, if provided to them by their respective libraries. The results of the study have provided the necessary information on what the users really want. It is therefore incumbent upon the universities/institutions of higher education to start to work with the Web-based library services and move it into mobile library service.
Research limitations/implications
The findings of this study provide a benchmark of mobile library initiatives with the choicest features based on the user perception. The data collected may also give an indication about compelling services that could help the users to access information ubiquitously.
Originality/value
Libraries can better serve their patrons by understanding the growing capabilities of mobile devices; it is incumbent upon libraries to mobilize their services by embracing mobile library initiatives. Moreover, to realize the needs of users and provide only such services which are more in demand.
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The aim of the paper is to explore and compare customer value perceptions in internet and mobile banking. The purpose especially is to compare customer perceived value and value…
Abstract
Purpose
The aim of the paper is to explore and compare customer value perceptions in internet and mobile banking. The purpose especially is to compare customer perceived value and value creation between internet and mobile bill paying service.
Design/methodology/approach
A qualitative in‐depth interviewing design was applied in order to ascertain the factors that create value perceptions in fund transfer service via personal computer and mobile phone. Means‐end approach and laddering interviewing technique was used in order to reveal how different value creating factors are hierarchically structured and related to each other.
Findings
The results indicate that customer value perceptions in banking actions differ between internet and mobile channels. The findings suggest that efficiency, convenience and safety are salient in determining the differences in customer value perceptions between internet and mobile banking.
Research limitations/implications
The findings of the qualitative study, being more depth than wide in nature, deserve to be quantitatively measured in future studies in order to provide more generalisable results.
Practical implications
The paper provides enhanced information for business managers about both positive and negative customer value perceptions in internet and mobile banking. By understanding how and what kind of value different service channels provide for customers service providers are better enabled to create actions to enhance internet and mobile banking adoption.
Originality/value
The contribution of the paper lies in achieving a more profound understanding on consumer value perceptions to internet and mobile banking. It expands the literature on electronic and mobile commerce and on electronic banking especially.
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The purpose of this paper is to explore the causal relationship between service quality dimensions and overall service quality, and to identify service quality gaps as experienced…
Abstract
Purpose
The purpose of this paper is to explore the causal relationship between service quality dimensions and overall service quality, and to identify service quality gaps as experienced by the subscribers of the mobile services of Ethiopian Telecommunication Corporation (ETC).
Design/methodology/approach
The seven modified dimensions of SERVQUAL, namely tangibles, reliability, responsiveness, empathy, assurance, network aspect, and convenience were used to measure customers' perceptions and expectations of mobile telecommunications services by drawing a sample of 220 respondents using stratified random sampling.
Findings
Overall service quality of mobile communications was perceived to be as below average by over half (52.7 percent) of the respondents, followed by less than one‐third (28 percent) who mentioned it as average, and about one‐fifth (19.3 percent) as above average. The highest service quality gap was reported with the added dimension of network aspect, while the lowest score obtained was for convenience. Finally, two regression models predicting overall service quality with reliability and network aspect dimensions were obtained.
Research limitations/implications
The scope (geographical) of the study is limited to the subscribers of mobile services of Addis Ababa (capital city of Ethiopia).
Practical implications
Data representing customer perceptions and expectations with mobile services in delivering quality have been used to identify (in terms of quality gaps) areas needing improvement. ETC should concentrate on providing superior reliability, particularly, accuracy and dependability in mobile services. An extended focus on the items of network aspect dimension (transmission quality and network coverage) is also helpful in improving customers' perceived quality of mobile services.
Originality/value
Since most quality features in the SERVQUAL scale are related with customer handling, this study incorporated, and investigated further, the added two dimensions of network aspect and service convenience for their contribution to overall service quality of mobile communications.
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