Case Study: Verizon Fios

The generation of talking face-to-face is slowly fading away, and the technology era is going to keep on growing. One of the most widely used technology services known today is the cellular phone industry. According to the Pew Research Center’s website, 90% of American adults own a cell phone. Of that 90%, the smartphone ownership is at 64% (2013). Verizon Wireless, along with the other major carriers, T-Mobile, Sprint, and AT&T, have taken this data and comprised a growing industry where competition arises from all angles. These companies have battled one another on pricing, plans, and customer service for many years in order to stay on top. Unfortunately, these are major factors in whether or not a customer will choose the particular company over another.

13. Which of the following characteristics makes it EASIER to measure the quality of a service, relative to that of a product or facilitating good?

Verizon Communications Inc. is a provider of communications services with for operating segments: Domestic Telecom, Domestic Wireless, information Services and International.

As of late 2004, Verizon is already considered the world's largest telecommunication company with annual revenue of $67.8 billion. Their continued plans are leading toward acquisition and development of fiber technology, which will allow it to offer cable TV services. Apparently they are still apprehensive regarding business customer and plan to extend add-ons again into the private sector, which worked for them in 2003.

For Verizon to compete with the other top contenders they must focus on advertise and marketing their services and “new” products to survive in an Oligopoly industry. Most consumers who buy from an oligopoly firms relate through media, TV, radio, magazines and billboards. Some of the oligopoly challenges could be pricing problems, this is what is called a kinked demand curve.

It’s tough to match the power of a 100% fiber-optic network. That’s what you get, with Verizon FiOS.

Verizon Wireless is a big time cell phone company, in which for years now has been widely regarded as the top of competition which include companies such as at&t, sprint, and T-Mobile. While there are many other companies these are seen as the tops of competition in regards to others so to speak. verizon in many of its commercials use a variety of rhetorical tactics to persuade you to believe they are truly the best in service. These tactics include providing coverage maps, using colorful balls in which compare between the four companies, and using written text stating facts about their coverage and overall service. While verizon may be the top in service all around I do believe some things are a little stretched.

Verizon is a major telecommunication provider in the United States. The company is the market leader, with $110 billion revenue and $2.4 billion in profit (MSN Moneycentral, 2012). Verizon has steady revenue streams that are largely based on a subscription model. It has several business segments, including wireless (63.3% of revenues) and wireline (36.7%) (2011 Verizon Annual Report). Most of this report will therefore focus on the wireless business, not only because this is the largest business that the company operates but because it is a rapidly growing and evolving business as well, a function of the rapid pace of smartphone adoption in America.

“We are committed through our actions and the services we provide to positively impact the communities and customers we serve. We strive to conduct business responsibly and ethically, maintaining our reputation for trust and responsibility wherever we operate,” (Verizon. (n.d.)). At Verizon, they engage their employees with challenging and meaningful work; establish the value that would last for the society. They are devoted to place their customers first by providing excellent service and exceptional communication experiences, (Verizon. (n.d.). They are committed and honor their

Verizon Communications is not able to achieve its objective of becoming the market leader in delivering innovative, integrated communications solutions to its customers (management).

The purpose of training and developing within any organizations is to improve the overall effectiveness of goods, product and services, competitiveness, and emphasizes growth in all aspects. It also increases productivity, develop employee turnover, increases financial gain, and lessens the managerial and supervisory positions. Training and developing is essential to obtain but many employers have different perspectives of what training and developing means for its organization. Verizon is one of the leaders in innovative wireless communication and in delivering broadband to businesses, mass market, wholesale, government, and it services over 80 million customers across the world. The

From a business-level strategy, Verizon Wireless is the leader in customer service, according to consumer reports, with an overall satisfaction score of more than 72 percent.

“At the end of the day, the purpose of advertising is to sell. Marketers who ignore this fundamental usually get into trouble.” (Chimoff, 2014) Verizon has been a strong competitor in the electronic communication arena for years. Verizon totes that consumers are looking to get the latest devices, but these devices are only as good as the network they are on. They boast to be the network with the most coverage availability and fastest internet speeds. Fiber-optic technology provides the most efficient and reliable way to transmit data to your home. As the largest national provider to offer 100% fiber optics straight to the home, Verizon’s FiOS delivers a faster entertainment and communication experience simply by transmitting data as pulses of light through hair-thin bundles of glass. While other cable companies connect to homes using copper, FiOS stands alone using the latest technology that can support future innovations in communication and

1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives?

*Lack of tangible assets which can be seen, touched, smelled, heard or taste prior to purchase. E.g., education, air