Introduction
The way people communicate with each other is changing during the last years.
The Telecommunication industry has become very important for the business since the technology mark his way broadly (Chong et al., 2007). Thought the year’s technology has made enormous steps and has facilitated the development of peoples’ life style. More and more people are interested to stay connected with families, relatives and also with their business. As the television and the radio has developed the telephone has also make his way and welcome mobile phone connection. Nevertheless the need for fixed phone connection for some homes and businesses cannot be ignored. Customer needs and wants are important to know and salvage because by knowing what customers want, efforts can be made to keep customer more and more satisfied. By the other hand, changes can take place within company. For instance, in 1999, Benetton (the big Italian clothing store) came up with a new diversification plan for the store (Bridges, 1991). In chapter one of the book Managing Transitions, Making the Most of Change, Bridges (1991) claims that opposite to transition (physical), change is a situational aspect. When talking about change people worry more about the results of what that change will produce then on the transition process itself (Bridges, 1991, chap.1).
According to the Service & Market Manager of Fixed Services, M. Hernandez (personal communication, 15 March 2010): “Based on agreements with the Bureau Telecommunications & Post and the Minister of Traffic and Transportation, United Telecommunication Services (UTS) has introduced since December 1st, 2009 a monthly fee for telephone subscription with the amount of ANG 25,- per telephone line (Basic ...
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Webster, C., & Sundaram, D.S., (2009). Effect of service provider’s communication style
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Books
Bridges, W., (1991). Managing Transitions, Making the Most of Change. 2003 by
William Bridges and Associates, Inc.
Zikmund, W.G., (2003). Business Research Methods. United States of America:
Thompson Learning South-Western.
Hair, J.F., Babin, B., Money, A.H. and Samouel, P., (2003) Essentials of Business
Research Methods United States of America: John Wiley & Sons, Inc
Websites:
www.uts.an
Appendix
Taylor∗, S.A. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of Retailing, Volume 70, (Issue 2).
Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
There has been an increasing demand of telecommunication services in the last few decades which has led to an all time high demand of global operations in businesses , their capital investment as well as mobilization of the resources. This has further resulted in a lot of changes in the lifestyle of the people within specific geographies that includes an increasing demand for the latest of technology as well.
Change process is very crucial for the organization to stay competitive in the market according to (Todnam, 2005). New technologies are emerging, the consumer habits are changing dynamically, and many new developments are taking place. Thus, the organizations have to continuously change so that they may be able to obtain cost effectiveness advantages by adopting these new technologies, increase their market share by being responsive to changing customer habits and be able to grab new opportunities by staying abreast about the new developments that are taking place. Many theories have been proposed for managers so that they may be able to manage the change process.
Massive change is impacting on all facets of society, creating new dimensions and great uncertainty. Instant communication, super small high-tech equipments, the globalization movement, the deadly terrorist attacks in the U.S., the emerging of foreign investments in China nation are all the changing dimensions of the world. These are few of the changes which have occurred around last two decades. The issue facing people in business today is how to manage such changes.
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
A need for growth in any organization to stay a viable entity must occur. Organizational change is inevitable. Just like anything in life, markets and cultures change which require constant attention and preparation. In order to be successful in any market, an organization has to be able transform itself to the needs for the market. CrysTel is no stranger to change. CrysTel is a telecommunication company with over 2500 employees and a gross income of approximately $200 million a year. Products included in there list of services include data cables, wireless solutions, and network development. The product profile is data cables, wireless solutions and network development. Because of the nature of business, CrysTel is likely to make technology and administrative changes on a regular basis. In a very competitive market like communications, there is always a necessity for change. Challenges in reorganization deal mainly with the Sales/Delivery and Marketing sections. Change is never an easy task, especially within organizations because so many people are affected. Resistance to change and lack of flexibility endanger the progress of an organization, limiting its powers. This may lead to stagnation and even decline. An organization forced to change due to internal or external circumstances, and the inherent flexibility of the organization could determine its future.
Timm, P. R. (2008). Customer service: career success through customer satisfaction (A Custom ed.). Upper Saddle River, NJ: Prentice Hall.
Cell phone manufacturers and service providers are at the core of the cell phone industry. These corporations are integral from their research and development endeavors to interactions with the consumer and the marketing of new products. The companies that control such factors of cellular phones are very numerous, so it is difficult to address all the cell phone manufacturers and service providers. However, we have focused largely on only the most significant cellular companies namely in the U.S. marketplace, although many have global ties. Collectively, companies around the world have the same goals in mind – to create desirable cutting-edge technology and to increase consumer satisfaction with hopes of generating sales, and thus profits.
The phone system at AMS is what I would consider as your average phone and paging system. All of the phones have their own extension that can either be dialed as an extension or used as the last four numbers of the phone number. Within the network only the extension needs to be dialed with no previous number keying. I find this pretty handy when needing to contact other individuals within the company. Also, the equipment we test has multiple types of modems. Some of the baud rates we run them at are ranging everywhere from 8400 to 33600.
Putra, I. (2013). The effects of quality and service value on customer loyalty. Interdisciplinary Journal of Contemporary Research in Business, 5(5), 488-504. Retrieved from http://journal-archieves35.webs.com/488-504.pdf
Changing situations throughout the world affect all organizations in business today. Therefore, most organizations acknowledge the need to experience change and transformation in order to survive. The key challenges companies face are due to the advancements in technology, the social environment caused by globalization, the pace of competition, and the demands regarding customer expectations. It is difficult to overcome the obstacles involved with change despite all the articles, books, and publications devoted to the topic. People are naturally resistant to fundamental changes and often intimidated by the process; the old traditional patterns and methods are no longer effective.
There are currently 807 companies in the TIA (Telecommunications Industry Association) database of companies. Of the 807 companies, 251 of them currently offer wireless services. Also 281 offer broadband services, of those offering broadband 160 of them offer cable, 72 offer DSL (Digital Subscriber Line), and 49 offer T-Carriers. There are currently 242 member companies in the MMTA (Multimedia Telecommunications Association) Database of companies. Of those 242, 70 of them offer broadband services. Of those 70 15 offer DSL, 24 offer Cable, and 31 offer T-Carriers. Also among those 242 in the MMTA’s database 60 companies offer Wireless services. In a worldwide Yahoo!® search, 224 companies offered Broadband, 227 offered Satellite services, 295 offered Long distance and 533 offered Wireless.