Profiling Mobile Service Customers in the Spanish Market

2020 ◽  
pp. 211-235
Author(s):  
Cristina Calvo-Porral
Keyword(s):  
Service Industry ◽  
Mobile Services ◽  
Customer Segmentation ◽  
Mobile Service ◽  
Services Sector ◽  
Service Companies ◽  
Research Findings ◽  
User Groups ◽  
Management Recommendations ◽  
Customer Profiles

This research aims to examine whether different user groups exist in the mobile services industry and to profile and characterize them in order to provide management recommendations for mobile service companies. To examine the users' behavior in the mobile services sector, customer segmentation by means of factor analysis and k-means cluster analysis is developed with data from 443 mobile service users. Further, a Manova test is conducted to confirm differences among the obtained user segments. Mobile service customers cannot be seen as a homogenous group, since different customer profiles coexist in the mobile service industry. More specifically, four user clusters emerge from the research findings, namely “pragmatic uninvolved,” “satisfied savers,” “prone-to-switch” users, and “service mavens,” the “service mavens” being the most attractive segment for mobile service companies. A behavioral-based segmentation is developed to extend the understanding of customer behavior in the mobile services field.

Profiling Mobile Service Customers in the Spanish Market

2021 ◽  
pp. 594-618
Author(s):  
Cristina Calvo-Porral
Keyword(s):  
Service Industry ◽  
Mobile Services ◽  
Customer Segmentation ◽  
Mobile Service ◽  
Services Sector ◽  
Service Companies ◽  
Research Findings ◽  
User Groups ◽  
Management Recommendations ◽  
Customer Profiles

This research aims to examine whether different user groups exist in the mobile services industry and to profile and characterize them in order to provide management recommendations for mobile service companies. To examine the users' behavior in the mobile services sector, customer segmentation by means of factor analysis and k-means cluster analysis is developed with data from 443 mobile service users. Further, a Manova test is conducted to confirm differences among the obtained user segments. Mobile service customers cannot be seen as a homogenous group, since different customer profiles coexist in the mobile service industry. More specifically, four user clusters emerge from the research findings, namely “pragmatic uninvolved,” “satisfied savers,” “prone-to-switch” users, and “service mavens,” the “service mavens” being the most attractive segment for mobile service companies. A behavioral-based segmentation is developed to extend the understanding of customer behavior in the mobile services field.

scholarly journals A profile of mobile service users in a mature market: from “uninvolved pragmatics” to “potential switchers”

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Cristina Calvo-Porral ◽  
Luis-Miguel Otero-Prada
Keyword(s):  
Service Sector ◽  
Dynamic Environment ◽  
Value Added ◽  
Mobile Services ◽  
Mobile Service ◽  
Service Users ◽  
Content Type ◽  
Service Companies ◽  
Behavior Based ◽  
Mature Market

Purpose Mobile services are expanding rapidly, and in this tremendously dynamic environment, companies should provide value-added services to meet users’ demand. In this context, the study aims to determine whether different user groups exist in this market and profile them. Methodology Based on the information of 568 mobile service users, a research was developed in the context of a mature mobile services market – Spain. A behavior-based cluster analysis is developed by means of confirmatory factor analysis (CFA), followed by two-step clustering. Then, an ANOVA and post hoc Tukey tests are conducted to confirm differences among the obtained clusters. Findings The study findings show that mobile service users cannot be perceived as a homogenous group, as different users with different behaviors coexist in this market. More specifically, four behavior-based segments emerge in the mobile service sector: “service connoisseurs,” “uninvolved pragmatics,” “potential switchers” and “delighted loyal”; “potential switchers” being the most challenging segment for mobile service companies. Originality/value This study reports mobile service users’ heterogeneity; and in turn, mobile service managers should consider customers as four different types, instead of considering them as one single customer.

scholarly journals The Effect of Using Real-Object Media on the Students’ Interest in Cost Estimation Learning

2019 ◽  
Vol 25 (1) ◽  
pp. 68-77
Author(s):  
Nathanael Sitanggang ◽  
Putri Lynna Adelinna Luthan ◽  
Kemala Jeumpa ◽  
Hongbo Ma
Keyword(s):  
Cost Estimation ◽  
Service Industry ◽  
Rapid Development ◽  
Real Object ◽  
Cost Estimating ◽  
Learning Achievement ◽  
Service Companies ◽  
Quasi Experimental ◽  
Research Findings ◽  
High Level

The rapid development of construction industry is fostering the construction service companies to hire sufficient and competent professional cost estimators who are mainly graduated from universities. This study aims to examine the students’ interest in contraction cost estimating and the effect of using real-object media and PowerPoints media in learning achievement of cost estimation. The method of this study was quasi-experimental conducted with a 2 x 2 factorial design using 40 samples. The instruments consisted of learning outcomes assesment and students’ interest testing with reliability coefficients of 0.92 and 0.81 respectively. The hypothesis was tested through variance analysis and Tukey test techniques. The research findings showed that there are interactions between the implementation of real object media and the students’ interests. For the students with high level of interest to learn, the implemetation of real object media did not give significant differences compared to the use of PowerPoints media. In the other hand, for the students with relatively low level of interest to learn, the real-object media is more effective than PowerPoints media. This finding is very useful for lecturers to improve learning achievement in cost estimation learning thus the graduates have the competence and expertise in the construction service industry.

Identifying the Networks of Mobile Application Services

2013 ◽  
Vol 64 (2) ◽  
Author(s):  
Jieun Kim ◽  
Hakyeon Lee
Keyword(s):  
Network Analysis ◽  
Text Mining ◽  
Mobile Application ◽  
Service Industry ◽  
Mobile Services ◽  
Mobile Service ◽  
Service Network ◽  
App Store ◽  
Application Service ◽  
Service Relationships

The mobile service industry has recently moved into a new epoch due to the explosive growth in mobile application services available at “App Stores”. This research empirically analyzes the interrelationships among the mobile application services to characterize their structures and identify local positions. Particularly, this paper develops mobile application service network through a text-mining based network analysis using the descriptions posted in App Store to visualize inter-service relationships and gauge structural and positional properties. It can be helpful to understand the relationships and sectoral characteristics of mobile services in terms of contents and functionalities in App Store.

The Severity of Internal Controls over Financial Reporting Deficiencies: Differences among Types and Industries

2014 ◽  
pp. 55-77
Author(s):  
Tatiana Mazza ◽  
Stefano Azzali
Keyword(s):  
Information Technology ◽  
Financial Reporting ◽  
Internal Control ◽  
Service Industry ◽  
Listed Companies ◽  
Internal Controls ◽  
Service Companies ◽  
Finance Industry ◽  
Material Weaknesses ◽  
Fixed Assets

This study analyzes the severity of Internal Control over Financial Reporting deficiencies (Deficiencies, Significant Deficiencies and Material Weaknesses) in a sample of Italian listed companies, in the period 2007- 2012. Using proprietary data the severity of the deficiencies is tested for account-specific, entity level and information technology controls and for industries (manufacturing and services vs finance industries). The results on ICD severity is compared with one of the most frequent ICD (Acc_Period End/Accounting Policies): for account-specific, ICD in revenues, purchase, fixed assets and intangible, loans and insurance are more severe while ICD in Inventory are less severe. Differences in ICD severity have been found in the characteristic account: ICD in loan and insurance for finance industry and ICD in revenue, purchase for manufacturing and service industry are more severe. Finally, we found that ICD in entity level and information technology controls are less severe than account specific ICD in all industries. However, the results on entity level and information technology deficiencies could also mean that the importance of these types of control are under-evaluated by the manufacturing and service companies.

Research on user needs for mobile information services in Chinese university libraries

2016 ◽  
Vol 34 (4) ◽  
pp. 617-635 ◽  
Author(s):  
Yang Zhao ◽  
Shengli Deng ◽  
Ting Gao ◽  
Ruoxin Zhou
Keyword(s):  
Information Content ◽  
Mobile Services ◽  
Information Services ◽  
User Needs ◽  
University Libraries ◽  
Content Type ◽  
Mobile Information ◽  
User Groups ◽  
Mobile Information Services

Purpose This paper aims to investigate the service demand of existing users and potential users for mobile information services provided by university libraries in China. The primary objective is to explore the impact of user experience on user needs, which is conducted by a comparison between two user groups over their needs from three aspects – service function, service mode and information content. Design/methodology/approach Data were collected from 353 library users from ten Chinese universities via questionnaires. Based on the user needs model, three dimensions of user needs were established for mobile information services and 26 measurement items were generated through a review of the literature. Furthermore, based on frequency analysis, independent samples t-test and the calculation of need rate, the demand differences in mobile information services between existing and potential users were explored. Findings Significant differences existed in the needs for service functions and service modes of mobile information services between existing users and potential users. Existing users cared more about such characteristics as intelligence, personalization and the variety of mobile services. Potential users, in contrast, concerned themselves more with the usability of mobile services and similarity to traditional information services. These two user groups showed little difference in the needs for information content, as they both have strict requirements for specialty, richness in and quality of information resources in mobile network environments. Originality/value Previous research on user needs for mobile libraries services has been primarily conducted from the perspectives of existing users. This study, however, compared the needs of existing and potential users based on their previous experiences, which can help libraries to know better what their users need and improve the quality of mobile information services to meet those needs. This can also make existing users more willing to use the services and cultivate the usage habits of potential users at the same time.

scholarly journals The Development of Mobile Service Applications for Consumers and Intelligent Networks

Economics ◽  
2015 ◽  
pp. 344-360
Author(s):  
Rebecca De Coster ◽  
Abdulrhman Albesher
Keyword(s):  
Business Models ◽  
Mobile Services ◽  
Mobile Internet ◽  
Location Based Services ◽  
Mobile Service ◽  
Intelligent Networks ◽  
Service Characteristics ◽  
Adoption Factors ◽  
Provision Of Services ◽  
Mobile Handset

The enhanced capabilities of mobile handsets are starting to include activities previously associated with traditional desktop computing capabilities. This extends the mobile handset from being used for connectivity to a range of purposes in both consumer and intelligent networks. This chapter examines the development of mobile service applications from current consumer telecommunication applications including context based services (such as location based services) to mobile internet-based services and the forthcoming applications for intelligent networks. Developments of both consumer and industry services in sectors with complex operations are examined in terms of service interactions by reviewing the adoption factors and the provision of services in terms of service characteristics and business models. This chapter develops conceptual frameworks for better understanding mobile services and mobile use in the context of intelligent networks along with emerging consumer applications.

scholarly journals Descriptive Dimensions of Brand Equity in Service Sector of Pakistan: A Literature Review

2020 ◽  
Vol 13 (4) ◽  
pp. 147-177
Author(s):  
Masood Hassan ◽  
Muhammad Adnan Bashir ◽  
Muhammad Azeem Qureshi
Keyword(s):  
Literature Review ◽  
Brand Equity ◽  
Service Sector ◽  
Service Industry ◽  
Consumer Preference ◽  
Brand Value ◽  
Brand Trust ◽  
Service Companies ◽  
Brand Association ◽  
Brand Credibility

In the industry of goods, the product is the primary brand. However, with services, the company is the primary brand. Branding is not for visible goods but also a significant factor of performance for services. The ability to educate consumers of their expertise and credence values before the order has contributed to the general awareness of the value of products in the service industry in relation to consumer preference. If the brand is an essential consideration in any campaign initiative, it is crucial to consider the meaning of its equity. Brand value is the confidence gained in a brand regardless of customer experience. Because of the strategic advantages of established and established products, brand value is significant. Brand equity can make a significant contribution to the visualization of intangible goods for service companies. Given that there is no research available, this study seeks to suggest descriptive brand equity dimensions in Pakistan's service markets. The history is regarded as Brand Loyalty, Brand Awareness, Brand Association, Brand Perceived Quality, Brand Image, Brand Trust, Brand Credibility as antecedents of brand equity in services markets. This research is focused on the literature review and specifics are discussed. A systemic literature review approach for extracting the existing literature of desire has been used.

scholarly journals Controlling The Monster: Exploring Constructions Of Women And Their Bodies In Endometriosis Apps

2021 ◽  
Author(s):  
◽  
Hannah Quigan
Keyword(s):  
Critical Discourse Analysis ◽  
Medical Knowledge ◽  
Lifestyle Changes ◽  
Linguistic Features ◽  
Natural Health ◽  
Women's Bodies ◽  
The Usa ◽  
Research Findings ◽  
Management Recommendations ◽  
Biomedical Interventions

<p>People globally increasingly use digital applications (apps) to manage their health and health conditions. In particular, women commonly use apps to understand and manage female reproductive issues. Some apps target women with endometriosis, a common but poorly understood condition primarily affecting women. The aim of the current research was to explore how endometriosis apps constructed endometriosis and people with endometriosis, how people with endometriosis were positioned, and the potential implications of this positioning for app users. Multimodal critical discourse analysis (MCDA) was used to systematically examine dominant meanings produced by visual and linguistic features (i.e. colour, imagery, text and interactive app functionality) of five endometriosis apps from the USA, New Zealand and Singapore. Results demonstrated that apps drew on biomedical and biological discourses to construct endometriosis as a complex and confusing disease of the female reproductive body. This positioned biomedical and natural health professionals as knowledgeable experts about endometriosis while minimising women’s experiential knowledge of their bodies. Apps drew on intersecting postfeminist, neoliberal and healthist discourses to construct women with endometriosis as responsible for self-tracking many physical, emotional and behavioural experiences. Self-tracking was constructed as generating data that was meaningfully interpreted by app algorithms and experts to help women understand and manage their endometriosis. Dominant management recommendations (i.e. biomedical interventions; lifestyle changes) aligned with hegemonic ideals of traditional and neoliberal femininity. These findings align with previous feminist research findings that mainstream endometriosis discourse reflects androcentric biases in medical knowledge and that health apps targeting women often reinforce neoliberal and postfeminist ideals. Therefore, dominant discourses about endometriosis and female biology that pathologise women’s bodies and behaviours limit the potential for apps to offer women empowered and agentic subject positions.</p>

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