摘要
顾客满意度已被实务界和理论界普遍关注,如今顾客满意度评价与行业特征结合的趋势愈加显著。针对电信企业特点、集团客户服务要求,构建电信企业集团客户满意度测评体系模型,注重对顾客商业消费过程的剖析,关注集团产品和服务的整体满意度、当前表现与期望的差异程度、与完美移动网络服务商的差异程度评价,不仅具有普适性,而且对于我国电信企业提升自身的综合实力和企业竞争力,提升顾客满意度提供一定助力。
Customer satisfaction has been generally concerned by the practitioners and theorists, now the trend of valuation of customer satisfaction combine with the industry features even more significant. This paper put forwards to a satisfaction appraising system meet to telecommunications companies and requirements of the telecom group customer. The model more attention to spending on customer business process analysis, evaluation overall satisfaction of group products and services, differences between current performance and expectations level, differences between the corporation and perfect mobile network service providers. The System will promote overall strength and competitiveness of China＇s telecom enterprises and enhance their customer satisfaction.
出处
《现代财经（天津财经大学学报）》
CSSCI
北大核心
2012年第5期63-71,共9页
Modern Finance and Economics：Journal of Tianjin University of Finance and Economics
基金
国家自然科学基金资助项目(60972054)
天津市科技支撑计划(09ZCKFGX0170)
关键词
电信企业
集团客户满意度
测评体系
telecommunications company
group customer satisfaction
appraising system
