The purpose of this study is to describe the telecommunications industry in Malaysia and conduct a strategic analysis. There are 3 mobile operators in Malaysia and these three players are competing in a fierce competition to capture the market share. / Critical analysis and assessment of secondary data revealed that the strongest force of competition is rivalry among the incumbent operators and the bargaining power of buyers. The threat of entry and the bargaining power of suppliers are of medium strength while the pressure from substitute products is weak. The most important resources and competencies depend on pursued strategy. A configuration of the network aligned with the operator's overall strategy is a source of potential competitive advantage. Other operations may also be a source of competitive advantage in terms of distribution, branding and low cost. / The market is getting very tough. Customers are more demanding than ever. Service continues to get worse. The pressure is increasing to reduce cost and prices. Most organizations do not find out about their unhappy customers until it is too late. Customer-base growth and retention is crucial for long-term viability. To accomplish this, one must have a sound understanding of needs. In the telecommunications market, service quality relates to being able to exceed customer expectations while at the same time reducing costs. / The relationship between service quality, customer satisfaction and behaviour responses in the cellular industry (especially in the way the three constructs have been operationalized) is still shrouded in uncertainty. / This paper aims to understand the current situation of the cellular service in the telecommunications industry and relate it to the general understanding of service quality, customer perceived service quality, customer value, customer satisfaction and customers' behavioural response. The rationale of this is to enable the management of the organization to understand the possible implication on the firm based on the customers' satisfaction and to adopt strategic change to be competitive in the industry. / A case study measuring service quality is focused on the Klang Valley. The research was conducted via a structured questionnaire based on the SERVQUAL model and modified to suit the Malaysian environment. The overall study scale reliability shows 0.919, indicating a reasonably good indicator as to 0.92 by Parasuraman et.al (1985). The findings further indicate that 'Tangibles' is being perceived the best compared to the rest of the dimensions and Celcom customers perceive higher satisfaction compared to the Digi and the Maxis. / The study investigates the behavioural consequences of customer satisfaction in the Malaysian cellular industry. More specifically, this study examines the impact of customer satisfaction on behavioural variables. The analysis also identifies that there are no differences among the races on behavioural responses variables. The assessment indicates that tangible has the highest impact on the behavioural variables and network quality (product quality) is seen as the most important factor for customers as decision making criteria. / However, when the analysis is conducted based on racial groups, it shows that there are differences in the decision making criteria to subscribe to a cellular operator in Malaysia, The 'Indians' generally perceive the price as the most important criteria and the Network Quality is second. However, the rest of the racial groups perceive Network Quality as the most important criteria and price as the second priority. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005

Although relationship marketing has gained acceptance as a research area in the marketing field since the 1990's, theory development in this area, particularly as it pertains to consumer markets, lags behind applications and prescriptions. Arguably, the fundamental problem of a relationship lies in the consumer's perceptions, especially for service consumers. Some consumers are very receptive to the idea of relationship because they perceive that it can reduce service risk due to the service's intangibility. / Some researchers argue that a service quality guarantee can be an effective tool to reduce consumer risk and increase consumer trust. On the other hand, others argue that a service guarantee may seem redundant with the original promise of service, as it may seem to put the burden of proof on the customer. Much of this discussion lacks actual data, so that there appear to be some gaps in knowledge and lack of much research to understand the impact of the service quality guarantee. / This paper reports results of an empirical study on the impact of a service quality guarantee on customer relationships in Singapore's mobile telecommunication market. First, qualitative research was conducted using in-depth interviews. The results demonstrated that many, though not all, customers do perceive a relationship with their mobile service providers. Further, both customer views about the role of a service quality guarantee came up- some view it as useful, and some question why it is needed if service is really already good. This qualitative work indicated that the initial proposed conceptual framework of this study is feasible. We then conducted the quantitative study to focus on the impact of the service quality activities and customer relationship elements. / Quantitative results also indicated many customers do believe that a relationship exists in this mass B2C market. Continuous improvement in service quality did increase trust, loyalty, service recovery, satisfaction, and referral, but trust and loyalty were the significant elements which contributed to the relationship strength. / The service quality guarantee was found to moderate the relationship between improvement of service quality and trust; it leads to a weaker relationship. It did not affect the other relationships between improvement in service quality and the other relationship strength antecedents (i.e. service recovery, satisfaction, referral, and loyalty). Thus, firms who plan to adopt a service quality guarantee must carefully consider its possible impacts. The view that a service quality guarantee may be redundant where consumers already see good quality seems to be supported. / Overall, while not every single element of the developed framework works exactly as hypothesized, in general, results supported the main patterns of our proposed model. / Thesis (PhDBusinessandManagement)--University of South Australia, 2006.

The purpose of this study is to describe the telecommunications industry in Malaysia and conduct a strategic analysis. There are 3 mobile operators in Malaysia and these three players are competing in a fierce competition to capture the market share. / Critical analysis and assessment of secondary data revealed that the strongest force of competition is rivalry among the incumbent operators and the bargaining power of buyers. The threat of entry and the bargaining power of suppliers are of medium strength while the pressure from substitute products is weak. The most important resources and competencies depend on pursued strategy. A configuration of the network aligned with the operator's overall strategy is a source of potential competitive advantage. Other operations may also be a source of competitive advantage in terms of distribution, branding and low cost. / The market is getting very tough. Customers are more demanding than ever. Service continues to get worse. The pressure is increasing to reduce cost and prices. Most organizations do not find out about their unhappy customers until it is too late. Customer-base growth and retention is crucial for long-term viability. To accomplish this, one must have a sound understanding of needs. In the telecommunications market, service quality relates to being able to exceed customer expectations while at the same time reducing costs. / The relationship between service quality, customer satisfaction and behaviour responses in the cellular industry (especially in the way the three constructs have been operationalized) is still shrouded in uncertainty. / This paper aims to understand the current situation of the cellular service in the telecommunications industry and relate it to the general understanding of service quality, customer perceived service quality, customer value, customer satisfaction and customers' behavioural response. The rationale of this is to enable the management of the organization to understand the possible implication on the firm based on the customers' satisfaction and to adopt strategic change to be competitive in the industry. / A case study measuring service quality is focused on the Klang Valley. The research was conducted via a structured questionnaire based on the SERVQUAL model and modified to suit the Malaysian environment. The overall study scale reliability shows 0.919, indicating a reasonably good indicator as to 0.92 by Parasuraman et.al (1985). The findings further indicate that 'Tangibles' is being perceived the best compared to the rest of the dimensions and Celcom customers perceive higher satisfaction compared to the Digi and the Maxis. / The study investigates the behavioural consequences of customer satisfaction in the Malaysian cellular industry. More specifically, this study examines the impact of customer satisfaction on behavioural variables. The analysis also identifies that there are no differences among the races on behavioural responses variables. The assessment indicates that tangible has the highest impact on the behavioural variables and network quality (product quality) is seen as the most important factor for customers as decision making criteria. / However, when the analysis is conducted based on racial groups, it shows that there are differences in the decision making criteria to subscribe to a cellular operator in Malaysia, The 'Indians' generally perceive the price as the most important criteria and the Network Quality is second. However, the rest of the racial groups perceive Network Quality as the most important criteria and price as the second priority. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005

The purpose of this study is to describe the telecommunications industry in Malaysia and conduct a strategic analysis. There are 3 mobile operators in Malaysia and these three players are competing in a fierce competition to capture the market share. / Critical analysis and assessment of secondary data revealed that the strongest force of competition is rivalry among the incumbent operators and the bargaining power of buyers. The threat of entry and the bargaining power of suppliers are of medium strength while the pressure from substitute products is weak. The most important resources and competencies depend on pursued strategy. A configuration of the network aligned with the operator's overall strategy is a source of potential competitive advantage. Other operations may also be a source of competitive advantage in terms of distribution, branding and low cost. / The market is getting very tough. Customers are more demanding than ever. Service continues to get worse. The pressure is increasing to reduce cost and prices. Most organizations do not find out about their unhappy customers until it is too late. Customer-base growth and retention is crucial for long-term viability. To accomplish this, one must have a sound understanding of needs. In the telecommunications market, service quality relates to being able to exceed customer expectations while at the same time reducing costs. / The relationship between service quality, customer satisfaction and behaviour responses in the cellular industry (especially in the way the three constructs have been operationalized) is still shrouded in uncertainty. / This paper aims to understand the current situation of the cellular service in the telecommunications industry and relate it to the general understanding of service quality, customer perceived service quality, customer value, customer satisfaction and customers' behavioural response. The rationale of this is to enable the management of the organization to understand the possible implication on the firm based on the customers' satisfaction and to adopt strategic change to be competitive in the industry. / A case study measuring service quality is focused on the Klang Valley. The research was conducted via a structured questionnaire based on the SERVQUAL model and modified to suit the Malaysian environment. The overall study scale reliability shows 0.919, indicating a reasonably good indicator as to 0.92 by Parasuraman et.al (1985). The findings further indicate that 'Tangibles' is being perceived the best compared to the rest of the dimensions and Celcom customers perceive higher satisfaction compared to the Digi and the Maxis. / The study investigates the behavioural consequences of customer satisfaction in the Malaysian cellular industry. More specifically, this study examines the impact of customer satisfaction on behavioural variables. The analysis also identifies that there are no differences among the races on behavioural responses variables. The assessment indicates that tangible has the highest impact on the behavioural variables and network quality (product quality) is seen as the most important factor for customers as decision making criteria. / However, when the analysis is conducted based on racial groups, it shows that there are differences in the decision making criteria to subscribe to a cellular operator in Malaysia, The 'Indians' generally perceive the price as the most important criteria and the Network Quality is second. However, the rest of the racial groups perceive Network Quality as the most important criteria and price as the second priority. / Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005

Thesis (M.B.A.)--University of Hong Kong, 1995. / Includes bibliographical references (leaves 116-121).

Thesis (M.B.A.)--University of Hong Kong, 1995. / Includes bibliographical references.

Thesis (Ph. D.)--Northwestern University, 2003. / Includes bibliographical references (leaves 379-411).

The subject of this thesis is a group of emergent leading firms in developing countries pursuing a ‘dual frontier', achieving technology supremacy and establishing market autonomy, and entering a newly emerging market in the context of the latter half of the 20th century. Whilst the previous literature on catching-up and transition generally centres on the area of technological development of latecomer firms, this thesis extends the scope of analysis to a broader issue of technological development and marketing strategies of latecomer firms in transition. The thesis builds upon two different streams of literature: first the catching-up process in latecomer firms for the theoretical and empirical rationales, and second the boundaries of a firm and inter-firm coordination in technological frontier firms for the theoretical guidance to a systematic analysis. Using industry case studies of the Korean mobile handset manufacturers Samsung and LG Electronics, the thesis first shows that there could be windows of opportunity available for international technology transfer to emergent leading firms in the emerging stage of a new industry from competition to achieve a dominant compatibility standard among technology leaders. However, the research stresses that the characteristic of these technologies is cutting-edge but technologically incomplete and commercially unproven, which highlights the importance of previous experience and capacity for successful commercialisation. Moreover, the thesis shows that Korean firms pursuing a dual frontier overcame their uneven development between technological and marketing capabilities through intensive inter-firm collaborations with intermediary users, that is Mobile Network Operators (MNOs). In the thesis, it is stressed that Korean firms competed against technology leaders like Nokia in export markets by complementing weak marketing capabilities based on continuous collaborations with MNOs, evolving from von Hippelian to Teecean inter-firm relationships. Lastly, the thesis introduces to the literature on industry organisation a new form of an outsourcing organisation, termed a ‘contract developer' (CD), which has been identified as a group of firms that is unilaterally specialised in, and that carries out development outsourcing projects for, mobile handset Own Brand Manufacturers (OBMs). The thesis reveals that CDs emerged from the industry shake-out and the co-specialised structure between mobile handset OBMs and MNOs in the industry and served as one of main mechanisms that supported the successful globalisation of the Korean firms. Therefore, the thesis argues that the key strategy that Korean emergent leading firms adopted to compete at the world frontier can be described as a ‘quasi' extension of firm boundaries in terms of development resources (the CDs) and in terms of downstream capabilities (the MNOs).

Thesis (M.S. in Information Technology Management)--Naval Postgraduate School, December 2003. / Thesis advisor(s): H. Lyman Miller, Glenn Cook. Includes bibliographical references (p. 69-74). Also available online.

Thesis (PhD) - Swinburne University of Technology, 2001. / Submitted for the degree of Doctor of Philosophy, Swinburne University of Technology - 2001. Typescript. Includes bibliographical references (p. 120-128).