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The purpose of this paper is to empirically investigate the relationship between intellectual capital (IC) (i.e. human capital, structural capital, relational capital) and service quality (SQ) within the Egyptian mobile telecommunications setting.

A valid research instrument was utilized to conduct a survey of 384 top- middle- and supervisory level managers from three Egyptian mobile telecommunications companies.

Hypotheses related to the relationship of human, structural and relational capital and their influence on SQ were tested. Results show that Egyptian mobile telecommunications companies have mostly emphasized the use of structural capital to boost their SQ.

This is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, the traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.

The optimal procedure for the Egyptian mobile telecommunications companies is to focus their efforts on managing all three components of IC in order to improve their SQ and performance.

This is one of the very few researches to study the relationship between intellectual capital and service quality and the first to investigate these relationships in the Arab Region within the mobile telecommunications setting.

The purpose of this paper is to review the service quality (SQ) models established in various empirical studies conducted across the world specifically applied to telecommunications services.

This paper examines different SQ models reported in the literature applicable to the telecommunications sector. The selected 29 studies were limited to empirical English studies based on survey data and statistical methods of analysis and having the SQ construct defined from the customers’ perspective.

The review of various SQ models in telecommunications revealed that the meaning of SQ may have some universal aspects, as demonstrated by the similarities in the underlying dimensions as proposed in different studies. This paper lends support to the contention that the dimensions of the telecommunications SQ construct and their importance vary with the cultural and country context. A proposed model for measuring telecommunications SQ was presented as a trial to extract the best of previous models.

This paper reviews only empirical studies based on survey data and statistical methods of analysis from 2001 to 2019.

The paper indicates that a generic instrument for measurement of SQ or even one specifically developed for telecommunications may not be applicable in its original form for all cultural contexts. The development of a customized scale, such as a modified SERVQUAL for measuring the SQ for a particular cultural or country context at that particular time, is warranted.

The reported study describes and contrasts a large number of SQ measurement constructs and highlights the usage of dimensions.