ISSN: 2222-6990
Open access
Telecom sector of Pakistan has very important role in economy of the country. Innovation is crucially important for telecom industry, which can bring lot of changes in the service sector and improve the service in the telecom industry. Some of the special issues which are arise in the telecom industry that was differentiation between product and process or between network and services innovation. The current study is collected the 40 responses from 6 telecom companies of Pakistan. The current found that positive relationship between customer orientation, and service innovation in telecom industry of Pakistan. On the other side, the study found the insignificant relationship between professional skills and service innovation. The current study suggested that the telecommunication organizations should focus and improved the professional skills, which can improve their growth.
Al-Manaseer, D. S., Al-Qudah, A. M. (2018). The Impact of Higher Education Output on Unemployment Rates in Jordan, International Journal of Academic Research in Accounting, Finance and Management Sciences 8 (2): 65-72.
Ansari, S., & Khan, A. (2009). Telecommunication trends in Pakistan. Market Forces, 4(4).
Bhatti, B. (2008). State of telecom Industry in Pakistan. Available at:[Accessed 25 August 2008].
Bresnahan, T. F., & Trajtenberg, M. (1995). General purpose technologies ‘Engines of growth’? Journal of econometrics, 65(1), 83-108.
Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: products versus services. Total quality management, 11(7), 917-927.
Gao, P., & Rafiq, A. (2009). The transformation of the mobile telecommunications industry in Pakistan: A developing country perspective. Telecommunications policy, 33(5-6), 309-323.
Hussain, A., & Aslam, A. (2019). The Influence of Deceptive Advertising and Consumer Loyalty in Telecommunication Industry. perception, 11(3).
Ibrahim, M., Shahid, M. K., & Ahmed, S. F. (2014). The Impact of Telecom Services Characteristics on Consumer for Use in Pakistan. Advances in Economics and Business, 2(4), 172-179.
Jaworski, B. J., & Kohli, A. K. (1996). Market orientation: review, refinement, and roadmap. Journal of Market-Focused Management, 1(2), 119-135.
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2002). Why customers stay: measuring the underlying dimensions of services switching costs and managing their differential strategic outcomes. Journal of business research, 55(6), 441-450.
Kim, W. C., & Mauborgne, R. (1999). Strategy, value innovation, and the knowledge economy. MIT Sloan Management Review, 40(3), 41.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of services Marketing, 15(2), 113-130.
Leppimaki, S., Tammi, M., & Meristo, T. (2004). Professional skills in the ICT industry.
Manyika, J., & Roxburgh, C. (2011). The great transformer: The impact of the Internet on economic growth and prosperity. McKinsey Global Institute, 1.
May, P. (2001). Mobile commerce: opportunities, applications, and technologies of wireless business (Vol. 3): Cambridge University Press.
Narver, J. C., Slater, S. F., & MacLachlan, D. L. (2004). Responsive and proactive market orientation and new?product success. Journal of product innovation management, 21(5), 334-347.
Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. Journal of Service Research, 5(3), 184-195.
Patil, S., Singh, V., Chavan, S., Gadkari, M., & Chaturvedi, R. (2014). Knowledge and attitude regarding PCPNDT act among medical undergraduates: a study conducted in teaching institute Mumbai. Innovative Journal of Medical and Health Science, 4(2), 83-85.
Pohjola, M. (2002). The new economy: facts, impacts and policies. Information Economics and Policy, 14(2), 133-144.
Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2019). The central role of knowledge integration capability in service innovation-based competitive strategy. Industrial marketing management, 76, 144-156.
Schumpeter, J., & McCraw, T. K. (2007). Prophet of innovation: Belknap Press of Harvard University Press.
Williams, I. (2011). Telecom policy innovation: the role of free spectrum and telecommunication development in rural Ghana. Journal of technology management & innovation, 6(3), 93-105.
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing.
Yu, H., Izhar, T. A. T., Rafedzi, E. R. K., Husin, N., & Mokhtar, W. N. H. W. (2018). Information Literacy Development through Resource-Based School Projects: Malaysian Students Experience. International Journal of Academic Research in Progressi
In-Text Citation: (Sharif et al., 2019)
To Cite this Article: Sharif, M. N., Raza, H., Faizan, M., & Hassan, N. U. (2019). Role of Customer’s Orientation and Professional Skill of a Service Provider in the Telecom Sector of Pakistan. International Journal of Academic Research in Business and Social Sciences, 9(10), 385–393.
Copyright: © 2019 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode