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:: دوره 11، شماره 3 - ( 3-1402 ) ::
جلد 11 شماره 3 صفحات 12-1 برگشت به فهرست نسخه ها
Service operations efficiency and competitive orientations in the telecommunication industry: a data envelopment analysis approach
چکیده:   (1748 مشاهده)
Customers service centres have become a veritable tool for connecting with subscribers and projecting distinctive capabilities in competition in the telecommunication industry. Consequently, operational efficiency of these units is an essential variable in the design and adoption of cost leadership and differentiation strategies. This study is based on data obtained from twenty-five (25) customers service centres spread across four telecommunication service providers. Data envelopment analysis methodological approach was utilized to estimate efficiency of these service centres, types of scale and identify critical resources for improving performances. Results indicate an average technical efficiency scores range of 50.5%-80.2%, suggesting substantial waste of resources and weak capacity for pursuit of cost leadership strategy with scale efficiency scores range of 60.5%-86.4%. The study also found that 36% of these facilities are operating under increase returns to scale (IRS) regime, 40% (decreasing returns to scale, (DRS) and 24% under constant returns to scale regime. Furthermore, customers service personnel were identified as critical input variable to be given pre-emptive priority to change to enhance operations and capacity to strive for cost leadership, therefore, it is suggested that telecommunication firms invest more resources on technology to enhance capabilities of the service personnel for improved efficiency as well as for effective pursuit of cost leadership and differentiation strategies.
 
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نوع مطالعه: پژوهشي | موضوع مقاله: عمومى
دریافت: 1401/11/30 | پذیرش: 1402/3/30 | انتشار: 1402/4/2
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Abiodun A J, Amos-Fidelis N B, Oladejo D A, Solaja O. Service operations efficiency and competitive orientations in the telecommunication industry: a data envelopment analysis approach. International Journal of Applied Operational Research 2023; 11 (3) :1-12
URL: http://ijorlu.liau.ac.ir/article-1-639-fa.html

Service operations efficiency and competitive orientations in the telecommunication industry: a data envelopment analysis approach. ژورنال بین المللی پژوهش عملیاتی. 1402; 11 (3) :1-12

URL: http://ijorlu.liau.ac.ir/article-1-639-fa.html



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Creative Commons License این مقاله تحت شرایط Creative Commons Attribution-NonCommercial 4.0 International License قابل بازنشر است.
دوره 11، شماره 3 - ( 3-1402 ) برگشت به فهرست نسخه ها
ژورنال بین المللی پژوهش عملیاتی International Journal of Applied Operational Research - An Open Access Journal
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