Customer relations and business role interaction for wireless access provisioning in local environments
2007 (English)In: Global Mobility Roundtable, 2007Conference paper (Refereed)
In this work we present results from the Swedish Tele-economic research project Novel Access Provisioning. We target business aspects for wireless access services in the local environment with focus on concepts that enable public access for anyone. Key characteristics are high data volumes and data rates combined with low cost, low price or access for free. For fixed and mobile telephony and for Internet access services the traditional business model is based on a long term business agreement between the end-user and the provider, the subscription. Internet access now changes from mainly being a service consumed in own and fixed locations to be a service used at any location. The main topic in this paper is to address what kind of market actor that will be the most important for the provisioning of these public Internet access services - traditional operators or new market actors?
The research questions and methodology are related to business roles, market actors, customer relations, payment options and business mechanisms. The analysis is based on interviews with market actors within and outside the telecom sector that are candidates to take one or several business roles for access provisioning. Groups of business models, i.e. different ways to form the value constellation, were identified based on three groups of business roles; network operation & access provisioning, customer relation management & customer acquisition and establishment of trust & payment relations. Customer relations and payment options were analyzed and common characteristics of a SWOT analysis were summarized.
The main finding of the analysis is that local access provisioning to a large extent differ from the traditional operator business based on subscriptions. Low cost, high capacity public internet access is often a kind of “here and now” support of the daily life activities and are often based on temporary (“short term”) customer relations.
Place, publisher, year, edition, pages
wireless access, local networks, business models, business roles, customer relations
Business Administration Telecommunications
IdentifiersURN: urn:nbn:se:kth:diva-86714OAI: oai:DiVA.org:kth-86714DiVA: diva2:500961
Global Mobility Roundtable, Los Angeles, June 1-2, 2007
QC 201205162012-02-132012-02-132012-05-16Bibliographically approved