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| Introduction | |
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| List of Abbreviations | |
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| Experience of the End-User | |
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| Communications in a User Perspective | |
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| History of the Communications Services Users | |
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| The 'Long Tail' | |
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| A Fragmented User Community | |
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| Knowledge: A Human Resource | |
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| Summary | |
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| References | |
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| The Convergence Culture Square | |
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| Different Dimensions to Convergence | |
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| Social Changes | |
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| Consumer Production | |
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| A Participatory Culture | |
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| Convergence in Thinking | |
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| Change Management Challenges | |
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| Value Perception | |
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| Management of User Expectations | |
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| Terminal-Based Services | |
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| Summary | |
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| References | |
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| Convergent Business Models | |
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| Market Trends and Predictions | |
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| Towards End-User Focus | |
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| Changing Patterns in the Communications Industry | |
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| Classification of CSPs | |
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| User Behaviour | |
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| Important Market Characteristics | |
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| Value Systems in the Communications Industry | |
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| Sustainable Competitive Advantage | |
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| Brand Value | |
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| Psychological Factors that Influence Consumers | |
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| End-User Influence on the Value System | |
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| Value Grid in the Communications Industry | |
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| Summary | |
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| References | |
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| Structures and Strategies | |
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| The Competitive Environment | |
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| Diminishing Control | |
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| Web 2.0-Driven Business Models | |
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| The Sphere of Influence | |
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| User Expectations | |
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| Advertising | |
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| Contents-Sensitive Advertising | |
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| User Privacy Versus User Benefits | |
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| Respect for the User | |
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| Summary | |
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| References | |
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| Strategic Opportunities | |
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| Generic Business Strategies | |
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| Quality Versus Cost: A Trade-Off | |
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| 'Lean Operator' and Beyond | |
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| Summary | |
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| References | |
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| Technologies and Services | |
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| Enabling Technologies | |
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| Core Network Technologies and Systems | |
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| IP Multimedia Subsystem | |
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| Service Delivery Framework | |
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| Access Network Technologies and Systems | |
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| Fixed-Line Access | |
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| Wireless Access | |
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| Consumer Products | |
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| Mobile Terminal Evolution | |
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| Home Entertainment Hub | |
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| Summary | |
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| References | |
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| Convergent Services and Systems | |
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| Services on Mobile Terminals | |
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| Television and Video Services | |
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| IPTV | |
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| Internet Video | |
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| Mobile TV | |
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| Digital TV Broadcasting | |
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| Other Convergent Services | |
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| Music Downloading | |
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| Radio Listening | |
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| Fixed-Mobile Convergence | |
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| Summary | |
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| References | |
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| Business Processes in Convergent Communications Markets | |
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| Management of Convergent Services | |
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| Enterprise Software Environment | |
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| Customer Relationship Management | |
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| Enterprise Resource Planning | |
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| Operations Support Systems | |
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| Business Support Systems | |
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| Enterprise System Integration Challenges | |
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| Enterprise Architecture Frameworks | |
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| Service-Oriented Architecture | |
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| Enterprise Process Optimization | |
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| Telecommunications Process Framework | |
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| IT Process Framework | |
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| Cross-network Optimization Challenges | |
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| Process Mapping | |
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| Simplified Process Loops | |
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| Methodologies for Business Process Optimization | |
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| Business Process Management | |
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| BPM Automation | |
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| Summary | |
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| References | |
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| New Business Opportunities | |
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| The Network - a Managed Dynamic Business Asset | |
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| Business Opportunity Management | |
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| A Business Management Paradigm Shift | |
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| Business Data Requirements | |
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| Knowledge Based Organisations | |
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| Scarcity of Network Capacity | |
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| Scarcity of Service Innovation | |
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| Scarcity of Customer Attention | |
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| Scarcity of Business Evolution | |
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| Opportunities in Outsourcing | |
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| Summary | |
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| References | |
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| Management of User Expectations | |
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| Mobile Terminals and Convergence of Services | |
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| Control of End-User QoE | |
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| Terminal Characteristics and User Preferences | |
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| CSP Crossroads | |
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| Summary | |
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| References | |
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| Billing and Convergent Charging | |
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| Convergent Charging System Architecture | |
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| Hybrid Tariffs | |
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| Mobile Payment | |
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| Standardized Charging and Billing Frameworks | |
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| Data Sources in Charging and Billing Systems | |
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| Charging Data | |
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| Billing Data | |
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| Summary | |
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| References | |
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| Convergence and Beyond | |
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| Innovation and New Opportunities | |
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| Categories of Innovation | |
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| Scope of Innovation Processes | |
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| Depth of Innovation Processes | |
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| Methods to Facilitate Innovation | |
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| Execution Processes | |
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| Creativity Processes | |
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| Innovation Frameworks | |
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| Theory of Inventive Problem Solving | |
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| Organizational Challenges | |
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| Convergence of Experience | |
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| Human Interfaces | |
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| Social Networking | |
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| Future Trends | |
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| Beyond Web 2.0 | |
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| Crossing the Line | |
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| Summary | |
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| References | |
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| The Future of Communications | |
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| A Different Paradigm | |
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| Changes to the Value Chain | |
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| Convergence Culture | |
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| The New Challenges | |
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| The Competence Trap | |
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| Eight Primary Challenges and Opportunities | |
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| Overview of Challenges and Opportunities | |
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| The New Horizons | |
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| Summary | |
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| References | |
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| Index | |