The open-access telecommunication transmission network in the Canary Islands: an alternative proposal to the current management model?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Eduardo Krawietz Ramos ◽  
Rosa María Aguilar Chinea ◽  
Pedro Juan Baquero Pérez
Keyword(s):  
Open Access ◽  
Canary Islands ◽  
Service Providers ◽  
Management Model ◽  
Transmission Network ◽  
Wholesale Market ◽  
Content Type ◽  
Regulatory Policies ◽  
Retail Service ◽  
Alternative Proposal

Purpose This paper aims to study the competition problems and market failures in the Canary Islands and propose an alternative management model for the telecommunication transmission network. This model is based on a wholesale-only open-access transmission network, available to all the retail service providers of this region, and managed by a unique entity subject to regulation with cost-based prices. The proposal hopefully will help to debate about the implementation of certain regulatory models in the network industries, concerning telecommunication submarine cables connecting archipelagos. Design/methodology/approach An empirical approach has been used, based on the observation and analysis of the regulatory policies applied to the wholesale transmission networks in the Canary Islands, Azores and Madeira archipelagos. Findings Results show a persistent margin squeeze situation on the retail broadband market in the Canary Islands, due to the pricing strategy on the Spanish mainland-Canaries wholesale market, which is, in turn, delaying the entry of alternatives and the level of development and efficiency of competition. The risk of duopoly collusion is also present on this wholesale market. Additionally, public aids will be needed to replace the systems connecting with the non-capital islands and to provide redundancy to El Hierro. The alternative proposal might help preventing the above. Eventually, several insights are considered for further investigation. Originality/value Little attention has been paid to this topic in the literature, regarding the analysis of regulatory policies applied over fiber optic submarine cable infrastructures in fragmented territories like archipelagos. Consequently, an empirical analysis has been accomplished to emphasize this research work, based on the regulatory policies adopted.

scholarly journals A Next Generation Wholesaler's View of the NBN - How Retail Service Providers can succeed in an NBN world

2016 ◽  
Vol 4 (2) ◽  
pp. 82
Author(s):  
Sarah Branson ◽  
Rene Sugo
Keyword(s):  
Service Providers ◽  
Telecommunications Industry ◽  
Added Value ◽  
Wholesale Market ◽  
Playing Field ◽  
Big 4 ◽  
Retail Service ◽  
Telecommunication Companies ◽  
Telecommunications Market ◽  
The Cost

The MNF Group has been operating in the Australian Telecommunications market since 2004. The author of this paper is an employee of the MNF Group and the opinions expressed are those of the author and do not necessarily represent those of the MNF Group.Upgrading the infrastructure of an entire country is a huge undertaking and was deemed necessary with Government intervention in Australia. Had this task been left to private companies, the likelihood is that Australia would continue to experience a huge gap between the cost and availability of high quality, fast speed broadband services between metro and rural regions. The NBN rollout is several years into the project and a recently released report from the ACCC has given insights into the wholesale market and initial market indicators shows that the market is becoming less competitive. This paper examines the costs of interconnecting with the NBN and demonstrates why the NBN has not achieved its goal of providing a level playing field for all telecommunication companies. By looking at the true cost of providing NBN services to NBN users, it is shown that the NBN pricing model is flawed and will affect the quality of service being provided to Australians. To succeed in the telecommunications industry, it is suggested that smaller RSPs will need to work hard to differentiate their brand and provide added value to consumers through additional service offerings. Selling NBN services alone will not be enough to enable smaller RSPs to survive in this tough market. It can be expected that there will be further RSP consolidation within the telecommunications industry as the smaller RSPs won’t be able to compete with the big 4 dominating the market.

The impact of collective brand personification on happiness and brand loyalty

2020 ◽  
Vol 54 (10) ◽  
pp. 2365-2386
Author(s):  
Dominique Braxton ◽  
Loraine Lau-Gesk
Keyword(s):  
Service Provider ◽  
Brand Loyalty ◽  
Service Providers ◽  
Well Being ◽  
Core Values ◽  
Content Type ◽  
Retail Service ◽  
Store Environment ◽  
The Impact ◽  
Frontline Service

Purpose Frontline service providers are a key touchpoint in a customer’s overall experience with a brand. Though they are recognized as important contributors to brand experiences, service providers have received relatively little attention in both experienced marketing and branding research. This paper aims to illuminate the importance of understanding factors that contribute to the role services providers play within the environmental context of the customer’s brand journey. Design/methodology/approach This study uses two experimental studies to show that greater customer happiness and customer loyalty could be achieved through collective brand personification whereby the frontline service provider’s identity and core values align with those of the brand persona and store environment. Findings Specifically, findings reveal that customer happiness increases because of feelings of belongingness and greater brand authenticity when the service provider aligns with the retailer’s brand persona and store environment. Research limitations/implications While this study gets us closer to understanding how managers can leverage human capital in the retail service environment, there are opportunities to further explore issues such as the impact of collective brand personification on the employee. Practical implications Given the strong desire companies have to bolster customer happiness to increase brand loyalty, the findings bolster the importance of understanding the influential factors associated with frontline service providers. Their role in creating optimal customer experiences should not be underestimated. Social implications As an important cautionary note, firms should take care when creating the appearance and personality-based occupational qualifications by considering social norms and the impact on societal well-being (e.g. self-consciousness and exclusion can lead to serious illnesses and including depression). Study shows that people have an inherent need to feel accepted and belong to social groups that help to construct and affirm their self-concept, and appreciate opportunities that empower them to seize control against exclusion. Therefore, appearance and personality-based occupational qualifications should be strategically aligned with the image and goals of the firm, and not subject to management bias from an unconscious reaction to an applicant’s physical and interpersonal presentation. Originality/value The present study builds on both customer experience and branding literature by examining the relationship between customer happiness and collective brand personification – where the frontline service provider’s identity and core values align with those of the brand. Two experiments test the hypotheses that customer happiness increases because of feelings of belongingness with the brand and the consumer’s perception of the brand’s authenticity when the customer service provider aligns with the brand’s identity and core values.

scholarly journals A Next Generation Wholesaler's View of the NBN - How Retail Service Providers can succeed in an NBN world

2016 ◽  
Vol 4 (2) ◽  
pp. 82-101
Author(s):  
Sarah Branson ◽  
Rene Sugo
Keyword(s):  
Service Providers ◽  
Telecommunications Industry ◽  
Added Value ◽  
Wholesale Market ◽  
Playing Field ◽  
Big 4 ◽  
Retail Service ◽  
Telecommunication Companies ◽  
Telecommunications Market ◽  
The Cost

The MNF Group has been operating in the Australian Telecommunications market since 2004. The author of this paper is an employee of the MNF Group and the opinions expressed are those of the author and do not necessarily represent those of the MNF Group.Upgrading the infrastructure of an entire country is a huge undertaking and was deemed necessary with Government intervention in Australia. Had this task been left to private companies, the likelihood is that Australia would continue to experience a huge gap between the cost and availability of high quality, fast speed broadband services between metro and rural regions. The NBN rollout is several years into the project and a recently released report from the ACCC has given insights into the wholesale market and initial market indicators shows that the market is becoming less competitive. This paper examines the costs of interconnecting with the NBN and demonstrates why the NBN has not achieved its goal of providing a level playing field for all telecommunication companies. By looking at the true cost of providing NBN services to NBN users, it is shown that the NBN pricing model is flawed and will affect the quality of service being provided to Australians. To succeed in the telecommunications industry, it is suggested that smaller RSPs will need to work hard to differentiate their brand and provide added value to consumers through additional service offerings. Selling NBN services alone will not be enough to enable smaller RSPs to survive in this tough market. It can be expected that there will be further RSP consolidation within the telecommunications industry as the smaller RSPs won’t be able to compete with the big 4 dominating the market.

GREEN OPEN ACCESS IN KENYA: A REVIEW OF THE CONTENT, POLICIES AND USAGE OF INSTITUTIONAL REPOSITORIES

Mousaion ◽  
2016 ◽  
Vol 33 (3) ◽  
pp. 25-54
Author(s):  
Wanyenda Leonard Chilimo
Keyword(s):  
Developing Countries ◽  
Open Access ◽  
Descriptive Study ◽  
Google Scholar ◽  
Research Institutions ◽  
Journal Articles ◽  
Content Type ◽  
Institutional Repositories ◽  
Current State ◽  
Theses And Dissertations

 There is scant research-based evidence on the development and adoption of open access (OA) and institutional repositories (IRs) in Africa, and in Kenya in particular. This article reports on a study that attempted to fill that gap and provide feedback on the various OA projects and advocacy work currently underway in universities and research institutions in Kenya and in other developing countries. The article presents the findings of a descriptive study that set out to evaluate the current state of IRs in Kenya. Webometric approaches and interviews with IR managers were used to collect the data for the study. The findings showed that Kenya has made some progress in adopting OA with a total of 12 IRs currently listed in the Directory of Open Access Repositories (OpenDOAR) and five mandatory self-archiving policies listed in the Registry of Open Access Repositories Mandatory Archiving Policies (ROARMAP). Most of the IRs are owned by universities where theses and dissertations constitute the majority of the content type followed by journal articles. The results on the usage and impact of materials deposited in Kenyan IRs indicated that the most viewed publications in the repositories also received citations in Google Scholar, thereby signifying their impact and importance. The results also showed that there was a considerable interest in Swahili language publications among users of the repositories in Kenya.

A netsemlegesség - definíciók, törvényhozói, tartalomszolgáltatói, internetszolgáltatói és felhasználói olvasatok

2017 ◽  
Vol 15 (3) ◽  
pp. 41
Author(s):  
Zoltán Szűts ◽  
Jinil Yoo
Keyword(s):  
Open Access ◽  
Social Communication ◽  
Service Providers ◽  
Net Neutrality ◽  
Internet Service Providers ◽  
Internet Service ◽  
Free Competition ◽  
Theoretical Insight

Tanulmányunk témája a netsemlegesség. Először magát a fogalmat definiáljuk többféle módon, majd a netsemlegességgel kapcsolatos törvényhozói, internet- és tartalomszolgáltatói, valamint felhasználói kihívásokat, problémákat és válaszokat mutatjuk be. Számos szerző szerint az internet legnagyobb, immár tradicionális értéke a nyíltság, sokszínűség, tartalomgazdagság, tértől és időtől független társadalmi és perszonális kommunikációba való szabad belépés és a szabad verseny lehetősége. A netsemlegesség mellett és ellen felhozott érvek bemutatását is ezek a szempontok alapján tesszük. Kiemelt szerepet kap a netsemlegesség megsértésének kategorizálása is. Tanulmányunkban közlünk egy törvényalkotási kronológiát, mely az USA-ra, az EU-ra és Kelet-Ázsiára fókuszál, illetve ismertetjük a BEREC 2011-es felmérésének az EU-ban alkalmazott, internetszolgáltatói gyakorlatra vonatkozó eredményeit. A munkát az Internet.org kezdeményezést vizsgáló esettanulmány zárja, végül ezt követik a jövővel kapcsolatos kérdések, és néhány lehetséges válasz. --- Net neutrality - definitions and the standpoints of legislators, content providers, Internet service providers and users This article examines the topic of net neutrality. Firstly, it provides us with a theoretical insight and several definitions. Then it presents the issues and challenges legislators, ISP’s, content providers and users face. Several authors state that the biggest virtue and value of Internet lies in open access, diversity, richness of content, free competition, and low barrier entry for users in order to participate in personal social communication. Our presentation of arguments pro and cons net neutrality will be built on the basis of these considerations. Priority will be given to the introduction of several categories of net neutrality violations. In our paper we will present a legislative chronology in the topic focusing on USA, EU and Korea-Japan as well as the findings of the 2011 BEREC survey. Finally we examine the Internet.org project. In the conclusion, the article offers several more issues to be discussed and provides some possible answers.

Clinical governance in Australia

2015 ◽  
Vol 20 (2) ◽  
pp. 56-73 ◽  
Author(s):  
Allan D Spigelman ◽  
Shane Rendalls
Keyword(s):  
Web Sites ◽  
Service Providers ◽  
Service Level ◽  
Clinical Governance ◽  
Success Factor ◽  
Quality And Safety ◽  
Funding Policy ◽  
Content Type ◽  
Health Service Providers ◽  
Governance Systems

Purpose – The purpose of this paper is to overview, background and context to clinical governance in Australia, areas for further development and potential learnings for other jurisdictions. Design/methodology/approach – Commentary; non-systematic review of clinical governance literature; review of web sites for national, state and territory health departments, quality and safety organisations, and clinical colleges in Australia. Findings – Clinical governance in Australia shows variation across jurisdictions, reflective of a fragmented health system with responsibility for funding, policy and service provision being divided between levels of government and across service streams. The mechanisms in place to protect and engage with consumers thus varies according to where one lives. Information on quality and safety outcomes also varies; is difficult to find and often does not drill down to a service level useful for informing consumer treatment decisions. Organisational stability was identified as a key success factor in realising and maintaining the cultural shift to deliver ongoing quality. Research limitations/implications – Comparison of quality indicators with clinical governance systems and processes at a hospital level will provide a more detailed understanding of components most influencing quality outcomes. Practical implications – The information reported will assist health service providers to improve information and processes to engage with consumers and build further transparency and accountability. Originality/value – In this paper the authors have included an in depth profile of the background and context for the current state of clinical governance in Australia. The authors expect the detail provided will be of use to the international reader unfamiliar with the nuances of the Australian Healthcare System. Other studies (e.g. Russell and Dawda, 2013; Phillips et al., n.d.) have been based on deep professional understanding of clinical governance in appraising and reporting on initaitives and structures. This review has utilised resources available to an informed consumer seeking to understand the quality and safety of health services.

First steps for a library publisher

2015 ◽  
Vol 31 (2) ◽  
pp. 76-86 ◽  
Author(s):  
Somaly Kim Wu ◽  
Heather McCullough
Keyword(s):  
Open Access ◽  
Electronic Publishing ◽  
Academic Library ◽  
Lessons Learned ◽  
Content Type ◽  
Journal Publishing ◽  
Digital Scholarship ◽  
Publishing Services ◽  
Communication Policies ◽  
The University

Purpose – The purpose of this paper is to presents the very recent development of e-journal publishing services at the University of North Carolina (UNC) at Charlotte. In 2011, the J. Murrey Atkins Library at UNC Charlotte created a new unit in the library, the Digital Scholarship Lab (DSL), which partners with faculty and graduate students in the use of digital and networked research tools to create, disseminate and store new knowledge. E-journal publishing and hosting are among the suite of services offered by the DSL, and we currently publish three journals (https://journals.uncc.edu/). Design/methodology/approach – This report provides an overview of the context of our library’s decision to begin publishing journals, including a discussion of our university’s becoming more research-intensive, our university system mandating increased efficiencies and sharing research with the state citizens, and the library’s own goals of raising awareness of and supporting open access. Also outlined are the technical and procedural choices made, important activities undertaken to develop, define and publicize the new services, campus response to the service and next steps. Findings – This report provides detailed accounting of how a large academic library implemented an electronic publishing service to support open access scholarship. Important activities such as marketing communication, policies development and technical/procedural activities are defined and results described. The report provides observation and lessons learned for academic libraries in development and support of electronic journals. Originality/value – Library as the publisher is a new concept. This report will be of interest to many libraries who are considering offering publishing services and to libraries that currently offer publishing services.

Customer delight during a crisis: understanding delight through the lens of transformative service research

2020 ◽  
Vol 32 (1) ◽  
pp. 129-141 ◽  
Author(s):  
Donald C. Barnes ◽  
Jessica Mesmer-Magnus ◽  
Lisa L. Scribner ◽  
Alexandra Krallman ◽  
Rebecca M. Guidice
Keyword(s):  
Critical Incident ◽  
Service Providers ◽  
Psychological Theory ◽  
Well Being ◽  
Service Research ◽  
Service Encounters ◽  
Need Fulfillment ◽  
Content Type ◽  
Customer Delight ◽  
Service Experiences

PurposeThe unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same in a crisis context. While research has tended to identify hedonic need fulfillment as key to customer well-being and, ultimately, to invoking customer delight, the majority of studies were conducted in inherently positive contexts, which may limit generalizability to more challenging contexts. Through the combined lens of transformative service research (TSR) and psychological theory on hedonic and eudaimonic human needs, we evaluate the extent to which need fulfillment is the root of customer well-being and that meeting well-being needs ultimately promotes delight. We argue that in crisis contexts, the salience of needs shifts from hedonic to eudaimonic and the extent to which service experiences fulfill eudaimonic needs determines the experience and meaning of delight.Design/methodology/approachUtilizing the critical incident technique, this research surveyed 240 respondents who were asked to explain in detail a time they experienced customer delight during the COVID-19 pandemic. We analyzed their responses according to whether these incidents reflected the salience of hedonic versus eudaimonic need fulfillment.FindingsThe results support the notion that the salience of eudaimonic needs become more pronounced during times of crisis and that service providers are more likely to elicit perceptions of delight when they leverage meeting eudaimonic needs over the hedonic needs that are typically emphasized in traditional service encounters.Originality/valueWe discuss the implications of these findings for integrating the TSR and customer delight literatures to better understand how service experiences that meet salient needs produce customer well-being and delight. Ultimately, we find customer delight can benefit well-being across individual, collective and societal levels.

An empirical investigation of tourist’s choice of service delivery options

2017 ◽  
Vol 29 (7) ◽  
pp. 1892-1913 ◽  
Author(s):  
Arun Kumar Kaushik ◽  
Zillur Rahman
Keyword(s):  
Service Delivery ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Technology Readiness ◽  
Extensive Literature ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Service Employees ◽  
Delivery Options

Purpose This paper aims to offer and examine a conceptual model of tourist innovativeness toward self-service technologies (SSTs) to confirm whether tourists prefer service delivery by SSTs over employees in an offline hospitality environment. Design/methodology/approach Tourists’ perceived usefulness (PU) of SSTs and need for interaction (NI) with service employees have been taken as crucial mediating variables to examine the effects of perceived ease of use and technology readiness index personality dimensions toward SST and employee-based service adoption. Findings Findings reveal that both “NI” and “PU” play significant roles in Technology Readiness and Acceptance Model (TRAM) when tourists select one of two service delivery options – SSTs and service employees. Research limitations/implications The foremost limitation of the study is its dependence on domestic tourist samples. However, such samples were chosen because tourists comprising these samples tend to use similar service delivery options more, in turn increasing their use of SSTs available in sample hotels. Practical implications The study gives a deeper understanding of TRAM with an extremely crucial mediating variable (NI) in an offline service context. It also provides useful insights to service providers and policy makers for developing new strategies and policies to enhance user experience. Social implications This study recommends the usage of numerous SSTs by tourists. Originality/value During extensive literature review carried out in this research, no study was found that proposed such an effective framework in an offline service context.

User categories of mobile travel services

2014 ◽  
Vol 5 (1) ◽  
pp. 17-30 ◽  
Author(s):  
Niklas Eriksson
Keyword(s):  
Online Survey ◽  
Service Providers ◽  
Mobile Services ◽  
Individual Characteristics ◽  
Online Data ◽  
Content Type ◽  
Travel Services ◽  
Online Data Collection ◽  
Barriers To Use ◽  
Practical Implications

Purpose – This study aims to identify user categories of mobile travel services and analyze the differences between the categories based on individual characteristics, the individuals' perceived barriers to use internet-/mobile services during a trip and the individuals' preferred channel strategies. Design/methodology/approach – An extensive online survey in Finland was conducted to collect the data and a cluster analysis is used to identify the user categories. Findings – The study indicates that there are four user categories of mobile travel services: “info-seekers”, “checkers”, “bookers” and “all-rounders” and one group of “non-users”. Research limitations/implications – Due to the online data collection method and the self-selective process, the sample may be biased towards respondents finding electronic travel services important. It would be of value to conduct similar studies on a representative sample of the total population of different countries. Practical implications – The identified categories can be seen as consumer segments for which travel service providers can target mobile services. Originality/value – This study contributes with a categorization of mobile travelers and provides insights on the diffusion of mobile travel services.

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