zwei empirische Untersuchungen zur Erkundung betriebswirtschaftlicher Absatzperspektiven für innovative mobilfunkbasierte Datendienste

Kumulative Dissertatio

Determinants of theWillingness to Use Mobile Location-Based Services - An Empirical Analysis of Residential Mobile Phone Customers

This article develops 11 hypotheses on impacts of six customer characteristics on an individual’s willingness to use mobile location based services (LBS). Hypotheses are tested in a sample of 217 mobile communications customers in Germany who participated in a standardized online-survey. PLS analysis suggests that reported frequency of “on the move” information needs, perceived assessment of LBS in a customer’s social environment and extent of past use of other mobile data services have statistically as well as practically significant effects on adoption intentions for pull LBS. Data privacy risks and cost/bill size concerns are only weakly or not related to such intentions

Experienced speeds of fixed Internet connections as drivers of customer bonds with their provider – An empirical study of consumers in Germany

Management practitioners often assume that raises in the contractual absolute maximum bandwidth of Internet connections increase the attitudinal bonds of customers with their access provider. The present study challenges this perspective: In a sample of up to 752 German-speaking Internet users with a wireline Internet access at home, it explores two relative speed characteristics of broadband connections (customer quality experiences in terms of delivered transmission speeds (1) relative to the maximum down- and upload bandwidths as per customer contract, and (2) relative to speeds emphasized in advertisements of a consumer’s access provider) as potential determinants of customer affinity with an access provider. Furthermore, correlations are analyzed between the frequency with which customers use speed tests to check the quality of their wireline Internet connection and their attitudinal bonds with their access provider. Multivariate regression analysis reveals that the impression that advertised wireline access bandwidths are exaggerated compared to the speeds actually delivered and – to a lesser extent – the perception that the contractual maximum speed is reached only in a low share of a customer’s Internet sessions significantly decrease customer satis-faction and significantly increase customer inclination to churn. The effects of the two speed assessments are not independent of one another: Perceived speed exaggerations in a provider’s ads impair customer bonds less (more) strongly if the experienced share of Internet sessions with speeds below the contractual maximum bandwidth is high (low). More frequent speed testing reduces customer bonding, especially in case that advertised speeds of a customer’s provider are experienced as overblown

Relative fixed Internet connection speed experiences as antecedents of customer satisfaction and loyalty: An empirical analysis of consumers in Germany

So far, management practitioners and scholars alike assume that raises in the contractual absolute maximum bandwidth of Internet connections increase the attitudinal bonds of customers with their access provider. The present study broadens this perspective: In a sample of up to 752 German-speaking Internet users with a wireline Internet access at home, it explores two relative speed characteristics of broadband connections as potential determinants of customer affinity with an access provider. The two reference-dependent aspects comprise customer quality experiences in terms of delivered transmission speeds (1) relative to the maximum down- and upload bandwidths as per customer contract, and (2) relative to speeds emphasized in advertisements of a consumer’s access provider. Furthermore, correlations are analyzed between the frequency with which customers use speed tests to check the quality of their wireline Internet connection and their attitudinal bonds with their access provider. Attitudinal bonding is broken down into customer satisfaction with the performance of the current wireline Internet access at home and propensity to churn at the earliest opportunity. Multivariate regression analysis reveals that the impression that advertised wireline access bandwidths are exaggerated compared to the speeds actually delivered and – to a lesser extent – the perception that the contractual maximum speed is reached only in a low share of a customer’s Internet sessions significantly decrease customer satisfaction and significantly increase customer inclination to churn. The effects of the two speed assessments are not independent of one another: Perceived speed exaggerations in a provider’s ads impair customer bonds less (more) strongly if the experienced share of Internet sessions with speeds below the contractual maximum bandwidth is high (low). More frequent speed testing reduces customer bonding, especially in case that advertised speeds of a customer’s provider are experienced as overblown. The results suggest that wireline Internet access providers can increase the attitudinal bonds with their customers by abstaining from emphasizing maximum speeds in their advertising, which customers rarely reach under standard everyday conditions

Capital Market Valuation of the Terms of Office of the Chief Executive Officers of Deutsche Telekom After the Initial Public Offering

Abstract Assuming that CEOs significantly shape a firm’s strategic positioning, the present study looks at two stock-exchange valuation criteria of the largest German telecommunications network operator, Deutsche Telekom, to reflect on the performance of the four CEOs leading the firm since its Initial Public Offering in 1996. The criteria are the average annual change rate of Deutsche Telekom’s (1) share price and (2) market capitalisation during a CEO’s term of office. The two measures are compared between the CEOs and with eight benchmarks (three stock indices, big-five tech companies). Results suggest that (1) Deutsche Telekom’s present CEO outperforms his predecessors mainly due to a clear emphasis on Deutsche Telekom’s mobile communication business in the US and (2) the CEO-independent lower value of Deutsche Telekom relative to Google, Apple, Meta, Microsoft, Amazon and other large over-the-top platform providers cannot be remedied through network access fees/cost contributions imposed on OTT companies

Assessment of country-of-origin-related and -neutral elements of mobile communication service offers: An empirical study of consumers with a Turkish migration background in Germany

Due to more than three million people in Germany with a Turkish migration background country-of-origin (COO)-sensitive, designs of offers directed at this customer segment have been implemented by various corporations and discussed in the management literature for quite a while. Unfortunately, to date most publications have a weak empirical foundation and refrain from simultaneously investigating preference effects of several country-of-origin-sensitive and -neutral offer characteristics among Turkish migrants living in Germany. Therefore, the present paper explores the relative impacts of three COO-sensitive offer characteristics and one COO-neutral attribute of bundled mobile communication offers on preference statements derived from a conjoint-analysis of questionnaire responses of 249 consumers in Germany with Turkish roots. The results suggest that for the offering category in question a COO-neutral feature (cell phone type/brand) shapes the preferences of Turkish migrants almost to the same extent as the three remaining price- and communication-related characteristics investigated. Furthermore, we found that Turkish consumers in Germany encompass four subsegments with distinct preferences with respect to the design of mobile communication offerings. The members of these subsegments in turn differ primarily in terms of their age and gender structures as well as their level of accommodation to the German culture