A customized Technology & Innovation Framework for MNOs to Improve Customer Experience

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

Bashir Leila; Kazemifard Nasim; MOHAMMADI MEHDI

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Seminar Paper

Paper Information

Seminar: INTERNATIONAL CONFERENCE ON MANAGEMENT, TOURISM AND TECHNOLOGY
Year:2022 | Issue:5

Download Full-Text

View:

Download:

Information Seminar Paper

Title

A customized Technology & Innovation Framework for MNOs to Improve Customer Experience

Author(s)

Bashir Leila | Kazemifard Nasim | MOHAMMADI MEHDI

Keywords

Technology management (TM)

Innovation management (IM)

Mobile network Operators (MNO)

Customer experience (CEX)

eTOM frameworks

Abstract

There are several researches about impact of Innovation and Technology management on business success or failure. Short products and services lifecycle, variety of customer demands, and business trends have lead the firms to be ready for changing and playing new roles according to industry paradigm changes and they cannot cope with innovative services offered by existing or new competitors unless adopting a TM framework. Mobile network operators face paradigm shift in their business, too. In this article, in addition to reviewing the subject literature, semi-structured interviews, case studies and the use of the SEM method, we present our proposed framework for improving the MNO’, s customer experience. The results show that in the ICT industry, with a focus on the mobile sector, innovation has a direct impact on TM, but there is no significant relationship between them. In other words, innovation can act as a third factor in improving the customer experience through TM. The results also show that the identification and intelligence, acquisition and learning of technology has a significant direct impact on the customer experience. Finally, the ITM model based on the eTOM framework and operational processes was implemented in the MCCI, which has led to an improvement of 26. 64% of the customer experience.

Cites

No record.

References

No record.

Cite

APA: Copy

Bashir, Leila, Kazemifard, Nasim, & MOHAMMADI, MEHDI. (2022). A customized Technology & Innovation Framework for MNOs to Improve Customer Experience. INTERNATIONAL CONFERENCE ON MANAGEMENT, TOURISM AND TECHNOLOGY. SID. https://sid.ir/paper/1016064/en

Vancouver: Copy

Bashir Leila, Kazemifard Nasim, MOHAMMADI MEHDI. A customized Technology & Innovation Framework for MNOs to Improve Customer Experience. 2022. Available from: https://sid.ir/paper/1016064/en

IEEE: Copy

Leila Bashir, Nasim Kazemifard, and MEHDI MOHAMMADI, “A customized Technology & Innovation Framework for MNOs to Improve Customer Experience,” presented at the INTERNATIONAL CONFERENCE ON MANAGEMENT, TOURISM AND TECHNOLOGY. 2022, [Online]. Available: https://sid.ir/paper/1016064/en

Related Journal Papers

No record.

Related Seminar Papers

No record.

Related Plans

No record.

Recommended Workshops