The Process of Technological Innovation and Its Impact on Customers' Satisfaction - A Case of British Mobile Phone and Telecommunication Service

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ACKNOWLEDGEMENTS

This dissertation is an opportunity for me to extend my regards to my research supervisor, my beloved friends, and my family for their untiring support that they furnished throughout my research. I am grateful to them for their belief in me and the guidance that they provided me without which I would have never been able to work on and complete this research. It also signifies my own views and does not closely relate to the university.

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DECLARATION

I, (), would like to affirm that all information and facts entailed in this research account for my own efforts and work devoid of any assistance, and this dissertation has not been succumbed previously for any assessment at academic and professional level, as well. It also symbolises my very own viewpoints and not necessarily those that are related with other university.

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CHAPTER 1: INTRODUCTION

The first chapter of the research is introduction. The introduction section includes a background of the study, theoretical framework, problem statement, research aims and objectives, significance of the study, and research questions.

1.1 Background of the Study

Technological innovations have always played a key driving role for increasing economic development since beginning of the modern discipline and initial era of inventions. During the 1950s and 1960s, several researches endeavoured to measure the input of technological innovation to economic growth. They concluded that technological innovations were accounted for the lion's share of worker productivity development. Since that era and until the current era of contemporary world, a huge theoretical and empirical literature has developed on technological innovation in the advanced industrialised nation like the UK (Kim & Nelson, 2000, p. 18 ).

On the basis of current inventions in distributed computing and object orientation, telecommunication services are constructed, recognised, and positioned as multimedia applications working on distributed computing podiums and are termed as “Distributed Processing Environments (DPEs)” (Adamopoulos, et. al, n.d., p. 9). Telecommunication division is the one of the largest sectors in the UK and among the major contributors in the UK's economy. There are several telecom companies operating in the UK, in which Vodafone is operating as a principal player and comprised of 34% market share. The company attracts its customers every time through an innovative strategy of launching new products and services occasionally, which serves as delighting and retaining customers at great level (www.vodafone.co.uk).

1.2 Statement of the Purpose

The purpose of this research was to examine various methods and approaches towards the development the process of technological innovation in a theoretical context. Particularly, the focus was on a case of British mobile phone and telecommunication services in the UK. Furthermore, along with these factors, the causes that influence customers' satisfaction in telecommunication industry were also presented as major contribution in this research. The first two sections of the research emphasise on the former and current literature available on influences of technological innovation on customers' ...