QoE-based service differentiation: an analysis of the business implications for the mobile services market Online publication date: Wed, 05-Apr-2023
by Luis Guillermo Martinez Ballesteros; Per Jonny Nesse; Jan Markendahl
International Journal of Information Technology and Management (IJITM), Vol. 22, No. 1/2, 2023
Abstract: Mobile network operators (MNOs) face a future characterised with new challenges, such as growing data consumption, a slowdown in subscriber growth and reduced revenues due to the success of over-the-top providers. MNOs must offer affordable services and provide innovative strategies to retain current customers. Quality of experience (QoE) is a well-established methodology for measuring the overall level of customer satisfaction and has also been presented as a way to improve telecommunication services. However, there is still a lack of knowledge on how the MNOs can take advantage of QoE and its potential benefits. In this paper, we explored the implications of the incorporation of QoE feedback in mobile networks at the business level. The analysis shows that value-added offers of differentiated and personalised services can be seen as alternatives to generate new revenue streams in the mobile service market.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Information Technology and Management (IJITM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook