Service Innovation for Customer Experience at the Bottom of the Pyramid
DOI:
https://doi.org/10.53469/jgebf.2025.07(02).08Keywords:
Customer experience, Service innovation, Base-of-the-pyramid, TelecommunicationsAbstract
This study explores the relationship between service innovation and customer experience in the context of a major Egyptian telecommunications company. It highlights the importance of customer-centric innovations in enhancing customer experience, especially in base-of-the-pyramid markets. The findings suggest that successful service innovations are those that address specific customer needs and provide value-for-money, convenience, and high service quality.
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Copyright (c) 2025 Jasleen Kaur Sabherwal, Kirandeep Kaur
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