An Empirical Analysis of Cellular Voice and Data services 1 Rahul Telang

An Empirical Analysis of Cellular Voice and Data services Rahul Telang Carnegie

Cellular telephony and associated data services has been a major social phenomena for well over a decade now. It has changed the way – in some countries more than others – in which people communicate. In many countries in Northern Europe and Asia, its penetration rates are very high and in others less so but in all cases it has engendered change at multiple levels – socially as noted and in ter...

Empirical Analysis of Mobile Voice and SMS Service: A Structural Model

In addition to the wireless telephone boom, similar exponential increasing trend in wireless data service – short messaging services (SMS) –, is visible, as technology advances. Given these interesting communication trends, we develop a structural model to understand mobile users’ behavior in the individual level consumption of voice and SMS services, allowing for cross-service dependencies. Th...

An Empirical Analysis of Mobile Voice Service and SMS: A Structural Model

I addition to the wireless telephony boom, a similar exponentially increasing trend in wireless data service— for example, short message service (SMS)—is visible as technology advances. We develop a structural model to examine user demand for voice service and SMS. Specifically, we measure the ownand cross-price elasticities of these services. The cross-price elasticity is of significant import...

Does Web Based Self-Service Reduce Telephone Calls to Call Center: An Empirical Analysis

Impact of Customer Web Portals on Call Center: An Empirical Analysis

1 The authors are thankful to seminar participants in SCECR'09 and CIST'09 for many beneficial comments. We also thank Lowell Taylor for his insights and feedback.