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A Framework examining the Customer’s expectation and Cellular Phone Service

A Framework examining the Customer’s expectation and Cellular Phone Service
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Author(s): Jengchung V. Chen (National Cheng Kung University, Taiwan) and Yu-Hsien Wang (National Cheng Kung University, Taiwan)
Copyright: 2007
Pages: 3
Source title: Managing Worldwide Operations and Communications with Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59904-929-8.ch423
ISBN13: 9781599049298
EISBN13: 9781466665378

Abstract

This paper shows how to evaluate service quality, improve service deficiency and understanding the needs of customers are the most important issues in mobile value-added service market these days. This study identifies gaps between customers and service providers by a conceptual “Gap model”. Based on this study, service providers could obtain higher revenue of mobile value-added service by reducing these perceptive discrepancies.

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