Mobile Telephony as a Universal Service

2010 ◽  
pp. 854-860
Author(s):  
Ofir Turel ◽  
Alexander Serenko
Keyword(s):  
Service Providers ◽  
Well Being ◽  
Mobile Services ◽  
Mobile Telephony ◽  
Telecommunication Services ◽  
Performance Factors ◽  
Customer Base ◽  
Services Delivery ◽  
Diversity Issues ◽  
The One

The opening quote nicely conceptualizes one of the most difficult challenges managers and regulators in the telecommunications sector face. While such individuals are not, for the most part, concerned with world-safety, they do need to address similar diversity issues in order to be profitable and to provide true universal services (i.e., reasonably priced, high quality telecommunication services to everyone who wishes to use them). Similarly to John F. Kennedy, managers and regulators understand that one-service or set of regulations that fits all may not be a wise strategy. Rather, their offerings and regulatory mechanisms are always flexible, and they cater to a heterogonous subscriber market. While wireless service providers do try to cater to different market segments by offering a variety of service packages, regulators often employ a single set of regulations that serve the entire market. On the one hand, organizations offering mobile services to individuals attempt to segment the market to maximize various performance factors, such as usage airtime, revenues, and customer base. On the other hand, policies should be in place to avoid the discrimination of specific less profitable customer categories. In fact, in the 21st century, mobile telephony has become so critical for the well-being of millions of people that it is vital to ensure the fairness of mobile services delivery.

Environmental Challenges in Mobile Services

2012 ◽  
pp. 1891-1899
Author(s):  
Amit Lingarchani
Keyword(s):  
Mobile Phones ◽  
Business Processes ◽  
Service Providers ◽  
Mobile Services ◽  
Vantage Point ◽  
Mobile Service ◽  
Mobile Wireless ◽  
Environmental Challenges ◽  
Customer Base ◽  
Almost All

Pervasive mobile services are part of almost all business processes. These services are provided irrespective of location, time and place using devices such as mobile phones, smartphones and laptops. This boost in mobile services has also resulted in numerous environmental challenges ranging from design and manufacturing of the mobile device through to mobile service providers and corresponding network infrastructure. This chapter outlines the use of mobile services to increase customer base. In addition, it also provides a better view on opting mobile wireless services over wired services. Environmental challenges around the use of mobile services are described as part of the chapter. Finally some suggestions to reduce carbon emissions and to be energy efficient are provided. In short the chapter goes in line with sentence “Going green is no longer optional from business vantage point” (Brenner, 2008).

Environmental Challenges in Mobile Services

2011 ◽  
pp. 355-363
Author(s):  
Amit Lingarchani
Keyword(s):  
Mobile Phones ◽  
Business Processes ◽  
Service Providers ◽  
Mobile Services ◽  
Vantage Point ◽  
Mobile Service ◽  
Mobile Wireless ◽  
Environmental Challenges ◽  
Customer Base ◽  
Almost All

Pervasive mobile services are part of almost all business processes. These services are provided irrespective of location, time and place using devices such as mobile phones, smartphones and laptops. This boost in mobile services has also resulted in numerous environmental challenges ranging from design and manufacturing of the mobile device through to mobile service providers and corresponding network infrastructure. This chapter outlines the use of mobile services to increase customer base. In addition, it also provides a better view on opting mobile wireless services over wired services. Environmental challenges around the use of mobile services are described as part of the chapter. Finally some suggestions to reduce carbon emissions and to be energy efficient are provided. In short the chapter goes in line with sentence “Going green is no longer optional from business vantage point” (Brenner, 2008).

Differences between stayers, switchers, and heavy switchers

2016 ◽  
Vol 34 (6) ◽  
pp. 843-862 ◽  
Author(s):  
Antonio Carrizo Moreira ◽  
Pedro Miguel Silva ◽  
Victor F. Moutinho
Keyword(s):  
New Technologies ◽  
Service Providers ◽  
Future Research ◽  
Content Type ◽  
Telecommunication Services ◽  
Customer Base ◽  
Confirmatory Factor ◽  
Marketing Variables ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to identify and compare different groups of customers’ perceptions (i.e. stayers, switchers, and heavy switchers) of several loyalty antecedents such as satisfaction, trust, service quality, switching costs, marketing communication, and loyalty itself. Design/methodology/approach This study was carried out based on data collected through a questionnaire from 353 telecommunication services users in Portugal and using confirmatory factor analysis (CFA) and analysis of variance. Findings The three types of customers – stayers, switchers, and heavy switchers – clearly differ among themselves. Stayers differ from switchers regarding their communication efforts perceptions, and from heavy switchers in their loyalty, satisfaction, and trust levels. Switchers differ from heavy switchers in their loyalty levels. Research limitations/implications Future research should examine differences between customers taking into account the impact of their personality, price sensitiveness, and orientation toward the adoption of new technologies. Practical implications As there are several differences among stayers, switchers, and heavy switchers, companies should not only recognize the heterogeneity of their customer base, but also target their marketing efforts accordingly. Originality/value This study is one of the few identifying groups of customers perception’s toward service providers. It also complements previous research by splitting them intro three different groups and by analyzing their behaviors across a set of previously unexamined marketing variables.

Customer-Related Social Stressors

2015 ◽  
Vol 14 (4) ◽  
pp. 165-181 ◽  
Author(s):  
Sarah Dudenhöffer ◽  
Christian Dormann
Keyword(s):  
Service Providers ◽  
Principal Component ◽  
Well Being ◽  
Emotional Dissonance ◽  
Social Stressors ◽  
Data Set ◽  
Confirmatory Factor Analyses ◽  
Confirmatory Factor ◽  
Service Jobs ◽  
Single Data

Abstract. The purpose of this study was to replicate the dimensions of the customer-related social stressors (CSS) concept across service jobs, to investigate their consequences for service providers’ well-being, and to examine emotional dissonance as mediator. Data of 20 studies comprising of different service jobs (N = 4,199) were integrated into a single data set and meta-analyzed. Confirmatory factor analyses and explorative principal component analysis confirmed four CSS scales: disproportionate expectations, verbal aggression, ambiguous expectations, disliked customers. These CSS scales were associated with burnout and job satisfaction. Most of the effects were partially mediated by emotional dissonance. Further analyses revealed that differences among jobs exist with regard to the factor solution. However, associations between CSS and outcomes are mainly invariant across service jobs.

Policy Review: Dubai Health Authority’s COVID-19 Rapid Response

2020 ◽  
Vol 5 (Special) ◽  
Keyword(s):  
United Arab Emirates ◽  
Well Being ◽  
Healthcare Services ◽  
Rapid Response ◽  
Policy Implications ◽  
World Health ◽  
Healthcare Sector ◽  
Services Delivery ◽  
First Case ◽  
The World

Dubai Health Authority (DHA) is the entity regulating the healthcare sector in the Emirate of Dubai, ensuring high quality and safe healthcare services delivery to the population. The World Health Organization (WHO) declared COVID-19 a pandemic on the 11th of March 2020, indicating to the world that further infection spread is very likely, and alerting countries that they should be ready for possible widespread community transmission. The first case of COVID-19 in the United Arab Emirates was confirmed on 29th of January 2020; since then, the number of cases has continued to grow exponentially. As of 8th of July 2020 (end of the day), 53,045 cases of coronavirus have been confirmed with a death toll of 327 cases. The UAE has conducted over 3,720,000 COVID-19 tests among UAE citizens and residents over the past four months, in line with the government’s plans to strengthen virus screening to contain the spread of COVID-19. There were vital UAE policies, laws, regulations, and decrees that have been announced for immediate implementation to limit the spread of COVID- 19, to prevent panic and to ensure the overall food, nutrition, and well-being are provided. The UAE is amongst the World’s Top 10 for COVID-19 Treatment Efficiency and in the World’s Top 20 for the implementation of COVID-19 Safety measures. The UAE’s mission is to work towards resuming life after COVID-19 and enter into the recovery phases. This policy research paper will discuss the Dubai Health Authority’s rapid response initiatives towards combating the control and spread of COVID-19 and future policy implications and recommendations. The underlying factors and policy options will be discussed in terms of governance, finance, and delivery.

When Political Transitions Work

2018 ◽  
Author(s):  
Fanie du Toit
Keyword(s):  
South African ◽  
Well Being ◽  
Transition To Democracy ◽  
Political Transitions ◽  
Political Reconciliation ◽  
Peace Processes ◽  
Theoretical Approaches ◽  
African Experience ◽  
The One

Reconciliation emphasizes relationships as a crucial ingredient of political transition; this book argues for the importance of such a relational focus in crafting sustainable political transitions. Section I focuses on South Africa’s transition to democracy—how Mandela and De Klerk persuaded skeptical constituencies to commit to political reconciliation, how this proposal gained momentum, and how well the transition resulted in the goal of an inclusive and fair society. In developing a coherent theory of reconciliation to address questions such as these, I explain political reconciliation from three angles and thereby build a concept of reconciliation that corresponds largely with the South African experience. In Section II, these questions lead the discussion beyond South Africa into some of the prominent theoretical approaches to reconciliation in recent times. I develop typologies for three different reconciliation theories: forgiveness, agonism, and social restoration. I conclude in Section III that relationships created through political reconciliation, between leaders as well as between ordinary citizens, are illuminated when understood as an expression of a comprehensive “interdependence” that precedes any formal peace processes between enemies. I argue that linking reconciliation with the acknowledgment of interdependence emphasizes that there is no real alternative to reconciliation if the motivation is the long-term well-being of one’s own community. Without ensuring the conditions in which an enemy can flourish, one’s own community is unlikely to prosper sustainably. This theoretical approach locates the deepest motivation for reconciliation in choosing mutual well-being above the one-sided fight for exclusive survival at the other’s cost.

scholarly journals Infection control measures in times of antimicrobial resistance: a matter of solidarity

2020 ◽  
Vol 38 (S1) ◽  
pp. 47-55 ◽  
Author(s):  
Babette Rump ◽  
Aura Timen ◽  
Marlies Hulscher ◽  
Marcel Verweij
Keyword(s):  
Well Being ◽  
Multidrug Resistant ◽  
Additional Benefit ◽  
Control Measures ◽  
Individual Autonomy ◽  
Compensation Policy ◽  
Public Interests ◽  
Infection Control Measures ◽  
Baseline Levels ◽  
The One

AbstractControl measures directed at carriers of multidrug-resistant organisms are traditionally approached as a trade-off between public interests on the one hand and individual autonomy on the other. We propose to reframe the ethical issue and consider control measures directed at carriers an issue of solidarity. Rather than asking “whether it is justified to impose strict measures”, we propose asking “how to best care for a person’s carriership and well-being in ways that do not imply an unacceptable risk for others?”. A solidarity approach could include elevating baseline levels of precaution measures and accepting certain risks in cases where there is exceptionally much at stake. A generous national compensation policy that also covers for costs related to dedicated care is essential in a solidarity approach. An additional benefit of reframing the questions is that it helps to better acknowledge that being subjected to control measures is a highly personal matter.

scholarly journals Classification of Mental Health among Korean Vietnam War Veterans: A Latent Profile Analysis

2020 ◽  
Vol 4 (Supplement_1) ◽  
pp. 637-637
Author(s):  
Hyunyup Lee ◽  
Carolyn Aldwin ◽  
Sungrok Kang ◽  
Xyle Ku
Keyword(s):  
Mental Health ◽  
Vietnam War ◽  
Military Service ◽  
Latent Profile Analysis ◽  
Service Providers ◽  
Profile Analysis ◽  
Well Being ◽  
War Veterans ◽  
Vietnam War Veterans ◽  
Latent Profile

Abstract We investigated the dimensional structure of mental health among aging Korean Veterans using latent profile analysis (LPA) on posttraumatic stress disorder symptoms (PTSD), late onset stress symptomology (LOSS), and psychosocial well-being (PWB). The Korean Vietnam War Veterans Study consists of 367 men (Mage=72, SD=2.66). LPA identified five classes of mental health as best fitting the data. Most men were in the normal (38%) and moderate distress (31%) groups, while smaller proportions were in the low affect (13%) and severe distress (7%) groups. The resilient group (12%) had low PTSD, medium LOSS, and high PWB, and were highest on optimism, positive appraisals of military service, and social support. Negative and positive aspects of mental health outcomes were on separate dimensions rather than on a single bipolar dimension. Service providers should attempt to both reduce Veterans’ negative psychological symptoms and increase psychosocial well-being. Part of a symposium sponsored by the Aging Veterans: Effects of Military Service across the Life Course Interest Group.

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.

scholarly journals Exploring the role of an emotional support and counselling service for people with visual impairments

2013 ◽  
Vol 31 (1) ◽  
pp. 5-19 ◽  
Author(s):  
Suzanne Hodge ◽  
Wally Barr ◽  
Louise Bowen ◽  
Martina Leeven ◽  
Paul Knox
Keyword(s):  
Emotional Support ◽  
Service Providers ◽  
Low Vision ◽  
Visual Impairments ◽  
Well Being ◽  
Service Users ◽  
Social Changes ◽  
Psychological Well Being ◽  
Mixed Methods Evaluation

There is growing evidence of the need for services to address the emotional support needs of people with visual impairments. This article presents findings from a mixed methods evaluation of an emotional support and counselling (ESaC) service delivered within an integrated low vision service, focusing primarily on the qualitative findings. Data collected using a standardised measure of psychological well-being (Clinical Outcomes in Routine Evaluation–Outcome Measure; CORE-OM) show an improvement in the psychological well-being of clients of the service between baseline and follow-up assessment. Qualitative findings from interviews with service users and service providers help to illustrate and explain the experiences underlying the quantitative findings. The ESaC services are shown to be helpful to service users in two particular ways: helping them to normalise their experiences by talking to an impartial listener and helping them to accept and adapt to the physical, emotional and social changes in their lives resulting from their visual impairment.

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