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Management of network-based telecommunication services

Business Engineering in Telecommunications (based on Winter et al. 2006).

In order to achieve efficiency and effectiveness in the provisioning of network-based services, telecommunication enterprises are confronted with multifaceted business challenges. The research area of telecommunications management is dedicated to support corporate decision-making processes by providing scientific analyses and models. The research focuses on business aspects regarding the utilization of information and communication technologies (ICT) on three conceptual levels:  

The strategic level addresses questions on how to create customer value and how to gain competitive advantages through ICT. Exemplary aspects include:

  • Design of ICT Business Models (business model typologies for the creation of ICT services; development strategies for business models)
  • ICT Business Value (value added of ICT systems and contribution to business performance; value-oriented configuration of ICT services)
  • ICT service quality (significance of technological performance for service quality; business models for a differentiated service delivery)
  • Strategies for ICT Service Delivery (analysis of ICT value creation networks; identification of in-/outsourcing potentials)

At the organizational level, processes for the creation of ICT services are developed and executed. Exemplary research areas include:

  • Design of ICT Service Provisioning Processes (convergence within the ICT industry; analysis of dynamic changes of value creation processes)
  • Service-oriented Telecommunications Management (process models for service-, customer-, and market-oriented telecommunications management)

At the integration level, process-supporting functional ICT components are provided. Possible research areas are:

  • Deployment of Service Delivery Platforms (identification of the market potentials of enabling services; platform strategies)
  • Process-oriented Provisioning of Functional Components (software/infrastructure as a service)

The chair of Information and Communication Management has a wealth of experience in applied research in the telecommunications industry. Several publications and research projects are listed below.



Limbach, F., Kübel, H., Zarnekow, R. and Düser, M. (2013). Towards Cross-Industry Information Infrastructure Provisioning - A Resource-Based Perspective. 17th International Conference on Intelligence in Next Generation Networks (IEEE ICIN 2013, Venice, Italy)

Limbach, F., Zarnekow, R. and Düser, M. (2013). Cooperative private Next-Generation Access deployment – A relational view. Proceedings of the 46th Hawaii International Conference on System Sciences (HICSS), 1444 - 1453.


Limbach, F., Wulf, J., Zarnekow, R. and Düser, M. (2012). Wettbewerb und Kooperation im Content Delivery Markt. Proceedings of Multikonferenz Wirtschaftsinformatik (MKWI 2012, Braunschweig)

Limbach, F., Wulf, J., Zarnekow, R. and Düser, M. (2012). BUSINESS MODEL COMPETITION IN THE CONTENT DELIVERY MARKET – AN INFRASTRUCTURE ANALYSIS. Proceedings of the 20th European Conference on Information Systems (ECIS 2012, Barcelona, Spain)


Schulz, N., Wulf, J., Nguyen, Q.-T. and Zarnekow, R. (2011). The New Role of Developers in the Mobile Ecosystem - An Apple and Google Case Study. Proc. of 15th International Conference on Intelligence in Next Generation Networks (ICIN 2011)

Wulf, J. (2011). Service Distribution in IP-Networks - A Business Model Analysis. Electronic Communications of the EASST, 1-13.

Wulf, J., Limbach, F., Zarnekow, R. and Düser, M. (2011). Economics of a Quality-of-Service interconnection market - A simulation-based analysis of a market scenario. ICIS 2011 PROCEEDINGS (Shanghai, Singapore)

Wulf, J. and Zarnekow, R. (2011). HOW DO ICT FIRMS REACT TO CONVERGENCE? AN ANALYSIS OF DIVERSIFICATION STRATEGIES. Proceedings of the 19th European Conference on Information Systems (ECIS)

Wulf, J. and Zarnekow, R. (2011). Cross-sector competition in telecommunications - An empirical analysis of diversification activities. Business & Information Systems Engineering, 289-298.

Wulf, J., Zarnekow, R. and Düser, M. (2011). A methodology for analysing substitution effects between QoS and best effort based services - An exemplary application to the case of IP based TV. Proc. of 10th Conference of Telecommunication, Media and Internet Techno-Economics (CTTE2011)

Limbach, F., Wulf, J., Zarnekow, R. and Düser, M. (2011). Kooperationstreiber in der Telekommunikationswirtschaft. 4th Workshop on Services, Platforms, Innovations and Research for new Infrastructures in Telecommunications (SPIRIT 2011) auf der INFORMATIK 2011 in Berlin

Limbach, F., Wulf, J., Zarnekow, R. and Düser, M. (2011). A typology of cooperation strategies in the telecommunication industry – An exploratory analysis and theoretical foundations. 22nd European Regional ITS Conference Budapest, 18-21 September

Limbach, F., Wulf, J., Zarnekow, R. and Düser, M. (2011). Revenue distribution in a quality-centric internet interconnection market. Proceedings of the 17th Americas Conference on Information Systems (AMCIS 2011, Detroit, USA)

Industry projects:

  • Partnering Models for Broadband Access
    This research project aims to develop a framework to assess future value chains and partnering models for broadband deployment and evaluate their suitability for cooperative and competitive strategy. The research takes into account the horizontal and vertical desintegration in telecommunication value chains and investigates the role of cooperation at horizontal and vertical interfaces of the value layers. In a qualitative assessment phase a strategic analysis of cooperation and competition models is conducted with respect to fixed access. In a quantitative analysis phase a national survey among utility companies, data mining techniques and statistical analysis are combined to assess cross-industry synergies and forecast market dynamics.
  • Quality of Service (QoS) Business Models
    QoS is a means to guarantee the efficiency of future telecommunication networks but also as a driver for business model innovation. In this project, the impact of QoS on future telecommunications business models was discussed. QoS driven business models were analyzed with qualitative and quantitative research methodologies.
  • Carrier Prospects in the CDN Market
    The commercial structure of the Internet is changing. Content delivery networks are becoming potent players in the bandwidth market and are responsible for an ever growing fraction of total Internet traffic. In this project we analyzed the potential of content delivery as a value added service for ISPs to escape the “dumb pipe” scenario.
  • Prospects for QoS based Internet Services
    In the scope of this project, current limitations and potential risks of internet-based data transport were analyzed. Conclusions regarding the business potential of differentiated data transport for internet-based ICT services were drawn.
  • Enabling Services
    The technology-driven convergence of the industries of information technology, telecommunications and media has heavily influenced the development of value-creation structures and business models for the production of ICT services. Formerly vertically integrated telecommunication network operators act now as suppliers of other ICT service providers and are confronted with the challenge of selling their products at different market levels. Here, well-known modular service concepts from the service research area and the IT domain can be applied. On service delivery platforms, ICT service modules, so- called enabling services, are provided for development support. In this project, a conceptualization of enabling services was developed and a procedure for the specification of enabling services was defined.
  • Analysis of future perspectives of quality in the internet based on Quality-of-Service business models:
    The transport of data in the Internet, referred to as best-effort-transport, is inefficient from an economical perspective and impedes the emergence of new business models in the internet. A reasonable approach is the enhancement of the best-effort-model by “quality bundles”, consisting of premium content and appropriate QoS-based transport. For the realization of such business models, the billing for such service bundles is recommended to be carried out by the content providers. Further information regarding this project is available here.

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Felix Limbach
sec. H93
Room H 9162
Strasse des 17. Juni 135
10623 Berlin / Germany



Hannes Kuebel
Research Scientist
sec. H 93
Room H9124B
Straße des 17. Juni 135
Tel: +49-(0)30-31478704
Fax: +49-(0)30-31478702



Dr. Jochen Wulf
Project Manager & Lecturer
University of St. Gallen
Institute for Information Management
CH-9000 St. Gallen
Tel: +41 71 224 3865
Fax: +41 71 224 3296