论文信息 - Business Perspectives on Quality of Experience

Business Perspectives on Quality of Experience

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.

Andrew Perkis | Sergio Beker | Peter Reichl

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