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Purpose This study aims to extend the body of knowledge on brand hate and further examine its significant antecedents and consequences to investigate how brand hate affects consumers’ behavioural responses. Design/methodology/approach This study used a questionnaire to collect data from 403 consumers of Pakistan’s mobile telecommunication industry. Smart partial least square was then used to analyse the data. Findings This study provides insights into the conception of brand hate in the context of Pakistani consumers. This study’s findings indicate that “neuroticism”, as a consumer-related antecedent, “perceived price unfairness”, “poor product/service quality” and “post-purchase service failures” as company-controlled determinants have significant impacts on brand hate. This, in turn, leads to brand avoidance and brand retaliation. Managerial implications and avenues for future research are also discussed. This study provides insights into the conception of brand hate in the context of Pakistani consumers. Originality/value The original findings of this work can thus provide meaningful guidance for companies to mitigate the spread of brand hate among consumers.

Abhishek has spent most of his life working for a public enterprise, Bharat Sanchar Nigam Limited (BSNL), engaged in providing telecom services. As he nears his silver jubilee with BSNL, a hard decision of whether to opt for Voluntary Retirement Scheme (VRS) is thrust on him. Looking back at his career, Abhishek has several positive takeaways and believes he has more than a decade to offer his beloved organisation. However, Abhishek is also cognizant of many factors that structurally push him toward the singular alternative of separation, and the degree of volition in his decision appears strangulated.

This study is focused on investigating the negative consequences of social media usage at work through overloads that are a cause of exhaustion and ultimately impact performance. Performance of employee is taken as criterion of exhaustion. Three categories of overloads social overload, communication overload and information overloads serve as mechanism of negative consequences of social media during working hours. A sample of 300 employees of telecom sector of Pakistan contributed in the study. Data was analyzed by using partial least squares structural equation modelling (PLS-SEM) technique. Results revealed that excessive use of social media positively influence information, communication and social overload. Information and communication overload were also found to have an enhanced effect on exhaustion of social media while social overload could not. Performance of employee was also found to be negatively influenced by exhaustion of social media. Study limitations and future directions are also discussed.

Generally, the current scenario in the hyperactive corporate world, and specifically in the telecom sector, renders companies to compete concurrently on two fronts: Expansion of their customer base and the retention of their current customers. In order to explore and examine the latter concept, the current study hypothesizes the effects of sustainable service quality on customer loyalty with a mediating role of customer satisfaction conceptualized through the reciprocity theory. The study also considers the suggested moderating role of switching cost by theorizing the Apostle model. Pertinently, the satisfied customer may not be loyal if the switching cost is low, since the dynamics of the switching cost provide a useful insight into the phenomenon of retaining the customers through customer satisfaction. The research opts for explanatory study where data were conveniently collected. The study has used the PROCESS macro model 4 and 14 to analyze the data. Findings reveal that the role of customer satisfaction is significant but the effect of the switching cost was considered to be insignificant, elucidating that a satisfied customer will remain loyal even if the switching cost is low. It means that sustaining service quality longitudinally did not affect customer loyalty in the presence of a low switching cost. With a view to complement the study, managerial implications of a switching cost have also been discussed.

Revolutionary changes in how people interact while travelling at a distance have given rise to several mobile communication tactics. Numerous generations of Mobile telecommunications/telephony have progressed as 1G, 2G, 3G, 4G, 5G, and 6G (now under research). However, in the context of India, mobile telephony can be realized from 2G. The sector has directly or indirectly been impacted by political, social, economic, technological, legal, and environmental (PESTLE) aspects. Therefore, the study objectives are first to discuss the (mobile) telecom sector evolution outline and, second, the factors that contributed to sectoral development by the PESTLE framework. The conceptual foundation of the work is secondary sources.

The service sector is one of the fastest expanding sectors in the global economy that contribute the lion’s share to support nations’ GDP, and it is one of the areas where research on innovation has received a lot of attention. The major aim of this study was to investigate the relationship between service innovation, customer satisfaction, and loyalty intention in the case of Ethio telecom, Ethiopia. Given the nature and objectives of the study, this research used an explanatory research design followed by a quantitative approach. Data was collected through a structured questionnaire from a survey of 384 samples and analyzed using multivariate analysis namely structural equation model (SEM) using path analysis and other descriptive statistics including means and confirmatory factor analysis. The findings of the study revealed that the telecom service firm’s capacity to achieve customer satisfaction is determined by its service innovation significantly and positively. The study also revealed that the relationship between service innovation and loyalty intention was statistically significant and positive. Besides, the study demonstrated that service innovation has both direct and indirect (through the mediation of customer satisfaction) effects on loyalty intention. Finally, based on the results of path analysis, the study uncovered that customer satisfaction directly affects loyalty intention, supporting the claim that customer satisfaction has a significant positive effect on loyalty intention.

Agile methodologies have emerged as transformative paradigms in the ever-evolving software development landscape, emphasizing iterative development, customer collaboration, and adaptability. As the scope and complexity of projects and organizations expand, applying agile principles within the context of Large-Scale Agile Development (LSAD) encounters distinctive challenges. The majority of challenges encountered in LSAD, technical and non-technical, are attributed to the accrual of social debt. However, a conspicuous gap remains in understanding and addressing social debt in LSAD. This study aims to fill this void by investigating social debt in LSAD through an in-depth industrial case study with a leading Nordic company specializing in telecommunications software and services and focusing on producing secure 5G network solutions. The study investigates the causes of LSAD’s social debt and examines its impacts on secure 5G telecom software development. By addressing these objectives, this research sheds light on a critical aspect of LSAD’s social debt, caused by 3C challenges(communication, coordination and collaboration), social confines challenges, community smells challenges, and organisational social challenges in the telecom sector that have been underrepresented in the existing literature.

This paper aims to analyze the relationship between the human capital management (HCM) practices which include training and development, recruitment and selection, Performance appraisal and employee's job performance in the telecom sector of Pakistan. To find the influence of HCM practices on employees job performance within telecom sector of Pakistan. This is a survey based research study. The sample of the study is employees' who are working in public and private sector telecommunication companies in Pakistan. Data are collected through questionnaires. Sample size was (n=272); therefore, descriptive statistics, correlation and regression analysis have been used. The overall results support that HCM practices have prominent and indispensable role in the performance level of employees; knowledge and skill through training and development, compatibility & competence through recruitment and selection, confidence and morale through performance appraisal. HCM practices are highly correlated with each other and also correlated with employee's job performance.

The design of the packages of products/services to be offered by a telecom company to its clients is a complex decision-making process that must consider different criteria to achieve both customer satisfaction and optimization of the company’s resources. In this process, Intuitionistic Fuzzy Sets (IFSs) can be used to manage uncertainty and better represent both preferences and non-preferences expressed by people who value each proposed alternative. We present a novel approach to design/develop new products/services that combines the Lean Six Sigma methodology with IFSs. Its main contribution comes from considering both preferences and nonpreferences expressed by real clients, whereas existing proposals only consider their preferences. By also considering their non-preferences, it provides an additional capacity to manage the high uncertainty in the selection of the commercial plan that best suits each client’s needs. Thus, client satisfaction is increased while improving the company’s corporate image, which will lead to customer loyalty and increased revenue. To validate the presented proposal, it has been applied to a real case study of the telecom sector, in which 2135 users have participated. The results obtained have been analysed and compared with those obtained with a model that does not consider the non-preferences expressed by users. First published online 27 October 2022

PurposeThe regulatory framework may be construed as the existence of supporting infrastructure that assists in control, direction/implementation of a proposed course of law, rule or action. The regulatory order is now more formalized, expert-driven, transparent, independent and pervasive across countries and sectors. As a result, regulatory reforms enable markets to function efficiently by providing a supportive environment for increased investment, private sector growth and market-led economic growth. This study aims to review previous literature for understanding the impact of sectoral regulatory framework on sectoral performance.Design/methodology/approachThis paper has adopted a systematic literature review to understand dynamics between the sectoral regulatory framework and sectoral performance. While seven multidisciplinary databases were used to identify 51 research articles, the bibliometric research profiling was executed to broaden academic research.FindingsThe results are organized into three broad categories: research context, research area and research methods. The identified articles exhibited association with 12 distinct sectors/industries, with maximum articles belonging to telecom, energy and finance industries. The study has focused on evolution of regulatory studies, impact of regulatory framework on sectoral performance and commonality in regulatory studies. Among the 15 distinct research contexts identified in this systematic literature review (SLR), the highest mapping was registered (from 23 articles) by the research context “impact of regulatory framework on the sector–institutions, infrastructure and performance indicators.”Practical implicationsPublic administration researchers are increasingly using mixed methods research approaches to add diverse and novel perspectives on wicked problems. The qualitative approach (grounded theory, action research, phenomenology and participant observations) is appropriate for understanding the native viewpoints of regulatory practitioners and reducing the gap between rigor and relevance.Originality/valueThe study addresses lack of systematic review of articles covering the impact of regulatory framework on sectoral performance encompassing all sectors by, inter alia, collating important bibliometric profiles of the identified articles.