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Business Perspectives on Quality of Experience

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Book cover Quality of Experience

Part of the book series: T-Labs Series in Telecommunication Services ((TLABS))

Abstract

The current paradigm change towards Quality of Experience (QoE) does not only have conceptual and methodological consequences, but at the same time exhibits a profound impact on corresponding economic and business models, especially in the telecommunications market. This chapter deals with related issues from several layers of abstraction. We consider the general ecosystem level, proceed to resulting Customer Experience Management (CEM) systems, discuss consequences for Service Level Agreements (SLA), and finally analyze the implications if it comes to charging for QoE. As a result, it should become clear that integrating the economic dimension into QoE research provides an indispensable step towards enabling the future commercial success of the telco industry as such.

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Notes

  1. 1.

    As already pointed out in Chap. 2, the notion of a utility function, which maps resource provisioning to the related customer value, is a fundamental concept in microeconomics where it is used e.g. for maximizing overall social value, see [8] for further details.

  2. 2.

    Here, especially the manifold dimensions of the user context are worth being mentioned, including temporal factors and user characteristics, as pointed out already in [10]. Note, however, that for the purpose of clarity of the model, we restrict our present discussion to the role of pricing only.

References

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Author information

Authors and Affiliations

  1. Norwegian University of Science and Technology, Trondheim, Norway

    Andrew Perkis

  2. University of Vienna, Vienna, Austria

    Peter Reichl

  3. UEB/Télécom Bretagne, Rennes, France

    Peter Reichl

  4. Huawei Technologies, European Research Center, Munich, Germany

    Sergio Beker

Authors
  1. Andrew Perkis
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  2. Peter Reichl
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  3. Sergio Beker
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Corresponding author

Correspondence to Andrew Perkis .

Editor information

Editors and Affiliations

  1. Quality and Usability Lab Telekom Innovation Laboratories, TU Berlin, Berlin, Germany

    Sebastian Möller

  2. Assessment of IP-based Applications Telekom Innovation Laboratories, TU Berlin, Berlin, Germany

    Alexander Raake

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© 2014 Springer International Publishing Switzerland

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Perkis, A., Reichl, P., Beker, S. (2014). Business Perspectives on Quality of Experience. In: Möller, S., Raake, A. (eds) Quality of Experience. T-Labs Series in Telecommunication Services. Springer, Cham. https://doi.org/10.1007/978-3-319-02681-7_7

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  • DOI: https://doi.org/10.1007/978-3-319-02681-7_7

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-02680-0

  • Online ISBN: 978-3-319-02681-7

  • eBook Packages: EngineeringEngineering (R0)

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