This research aimed to study the marketing communications and their roles in excreting the competitive advantage in the service sectors as well as clarifying the importance and role of the elements of the service communication mix in achieving the objectives of the foundation of economic services while studying the reality of the marketing communications of Orange's organization, also aimed to propose solutions and recommendations to the research institution to assist in improving its marketing communication mix, and the development of marketing communication policies, which helps in the achievement of its competitive advantage . The study population consisted of all citizens and customers dealing with Orange 1200 questionnaires have been distributed random sample of citizens, and the study concluded that there is a statistically significant effect on all marketing communications at a significance level of (α = 0.05) on each of: Market share, competitive advantage, customer satisfaction. The study recommended increased attention to the development of means of communication and promotion to customers and work to provide new services fit with the requirements and desires of customers in addition to the diversity of the presentations and not confined to a particular class and increase the role of personal selling through the establishment of centers in remote areas as well as the work of the mobile service centers in different regions.
Theoretical Framework and Previous StudiesJordan Telecommunication Group, Orange, is one of the key players in the field of Information Technology and Communication where its services of fixed lines, cellular communications and the Internet represent the main basis of communication in Jordan along with its contribution in Jordan's integration with the countries in the region and the world. In 2006, Jordan Telecommunication Group conducted the largest combination in the communication market through combining its four companies under one umbrella making itself as the only integrated telecommunications operator in Jordan. In 2007, the group adopted Orange as a brand referring to France Telecom in all its services of fixed, mobile, Internet and content, which added a great achievement to the field of Information Technology and Communication. The target was providing the Jordanian market with developed services similar to the services of the international companies. It committed itself to working on satisfying the needs and desires of customers and solving their needs and complaints through a distinguished team that provides solutions to customers within an appropriate time frame (www.orange.jo). However, for those following up its services, they find that there is a weakness in its performance due to the repeated complaints of customers via the various means of communication (e.g. the live radio program (Al-Bath Al-Mubasher)) such as the non-coverage and interruption in communication, both internally and internationally; this leads to having a negative impact on customers and using the ot...