Online self-service adoption by B2B to subscribe telecom services

03/16/2021

Communication Service Providers (CSP) are companies that provide communication services, applications services over the network and include the following categories: telecommunication carriers, content and application service provider and cloud providers. This work will focus on Telecom’s and Business to Business (B2B) customer segment. This year (2020) a drop in Telecom’s revenues is expected due to COVID. However, by 2024 it is expected a drop in voice and data services up to 5% and fixed voice up to 10% for B2B segment. The adoption of Self-Service Technologies (SST) allows to solve the problem of selling and serve the customers on-line, increasing customer loyalty, reducing cost, fostering innovation and thus increasing revenues. The major research question for this work is: “Which factors influence the adoption of online self-service technologies by B2B customers of a Telecom?”. In order to derive a conceptual framework to answer this question several theories where used.

Authors in the community:

• 

  P

  Pedro Alexandre Barata Salgueiro

  ist133963

electrical-engineering-electronic-engineering-information-engineering - Electrical engineering, electronic engineering, information engineering

eng - English

Instituto Superior Técnico