Regulatory Trends of customer relationship from the mobile service professionals perspective

摘要

Over the past few years, the mobile market has experienced strong growth, characterized by lower prices and intensive competition between operators. This growth was supported by the strong demand from users, the emergence of mobile value-added services other than voice services and the maintenance of control measures governing the sector. In this paper, we present the results of a quantitative study that we conducted with executives working in telecom operators, and we review the summary of International Telecommunication Union (ITU) expert reports on regulatory trends. We conclude that the technical, legal, economic and social powers are the mechanism of the telecom regulation sector; they positively influence the relationship between operators and customers, through the technical QoS control, audit of operators commitments, respect of services specifications, regulatory framework and competition, tariff regulation and customer complaints management. These items are the focal points of the new regulatory trends in the telecommunications field, driven by the evolution of technology and its ecosystem.