Services Marketing Development: Employees Service Orientation and Service Quality in the Telecommunication Sector

Abstract

Marketing strategies play central role in achieving competitive superior values mostly in customer’s perceptions and minds. Over the course of the development of the industry, in the transition from a period of rapid growth to more moderate growth, expressed in a slowing of the rate of technological innovation and applications, the results off business activity and loss off market segment indicate a transition to a stage of sector maturation. The current report is based on comprehensive research off telecommunication sector. The authors investigated the proposed model in two modes: 1) single service provider to multiple business customers (B2B) relationships, and 2) multiple service providers , copper fines infrastructure company and cable infrastructure company to consumers (B2C) relationships.