电信中高端客户服务质量提升研究.doc
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电信中高端客户服务质量提升研究,15000字摘要:随着人们经济、生活水平的提高以及社会交往圈子的不断扩大,中国的通信行业经历了迅猛的发展。与此同时,电信体制的改革以及4g时代的来临,亦使得通信市场的竞争越加激烈。为了生存和发展,中国国内的通信运营商采取各种手段来寻求竞争优势。其中,企业的服务质量已经越来越受到各运营商的重...
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电信中高端客户服务质量提升研究
15000字
摘要:随着人们经济、生活水平的提高以及社会交往圈子的不断扩大,中国的通信行业经历了迅猛的发展。与此同时,电信体制的改革以及4G时代的来临,亦使得通信市场的竞争越加激烈。为了生存和发展,中国国内的通信运营商采取各种手段来寻求竞争优势。其中,企业的服务质量已经越来越受到各运营商的重视,提高服务质量成为运营商们增强其竞争优势的一种有效手段。
本文从服务质量理论与模型出发,针对通信行业的特点,以常州电信中高端客户群体为研究对象,对该客户群体的服务体系中服务质量现状进行了研究。本论文主要的研究思路如下:首先,对服务质量的概念、理论模型进行阐述,并且对常州电信中高端客户服务质量的现状进行分析;其次,基于服务质量差距模型建立公司中高端客户服务质量指标体系,运用问卷调查和人员访谈相结合的研究方法,收集整理相关数据;同时,根据调查所得数据对常州电信中高端客户服务方面所存在的问题进行深入的分析;最后,有针对性地提出关于常州电信中高端客户服务质量提升的对策。
本文希望通过对这一系列问题进行深入的研究,为公司提出切实有效的建议以及改善措施,从而促进常州电信在中高端客户的服务质量方面有进一步的发展。
关键词: 常州电信 中高端客户 服务质量
Study on Improving Service Quality to the High-end Customer of changzhou telecom
ABSTRACT With the improvement of living standard and the expansion of social exchanges, China Telecom develops rapidly. Meanwhile, the competition in the market is bacoming more and more fierce following the coming of the structural reform and the 4G era. Chinese communication carriers adapt various means to obtain the advantage of competition for the survival and development. Undoubtedly, service quality has become the important means of competition, therefore, improving service has become an effectual strategy to strengthen its competitive edge.
This paper, based on the theory and model of service quality, conducts the quantitative analysis on the eva luative methods of service quality to the high-end customers, focusing on the features of mobile communication industry. It first states the definition and model of service quality as well as the current situation of sevice to the medium and high customers. Then, it builds quality index system based on the gap model of service quality, collecting related data by using the ways of questitionair and access method and making a deep analysis on its faults. Finally, it puts forward the targeted strategy of improving the sevice quality.
The aim of this paper is to put forward some practical advice and innovative ideas for the company through the deep study on these problems, promoting the development of China Telecom’s service to the medium and high clients.
KEY WORDS Changzhou telecom high-end customer the service quality
目录
第一章 绪论 1
1.1 研究背景与问题的提出 1
1.2 服务质量理论与模型 1
1.3 研究思路与方法 4
第二章 常州电信中高端客户服务现状 5
2.1 常州电信概况 5
2.2 常州电信中高端客户的基本情况分析 5
2.3 常州电信中高端客户的服务策略 6
第三章 常州电信中高端客户服务质量调查 7
3.1 调查方案和样本选取 7
3.2 服务质量指标体系 7
3.3 指标定量分析 9
3.4 服务质量上主要存在的问题 14
第四章 常州电信中高端客户服务质量提升对策 16
4.1 优化服务标准 16
4.2 加强营业厅标准化 16
4.3 加强员工培训 17
4.4 举办有吸引力的促销活动 17
4.5 树立跟踪服务意识 18
4.6 提供差异化服务 19
4.7 小结 19
致 谢 20
参考文献 21
附录A 22
附录B 23
附录C 24
15000字
摘要:随着人们经济、生活水平的提高以及社会交往圈子的不断扩大,中国的通信行业经历了迅猛的发展。与此同时,电信体制的改革以及4G时代的来临,亦使得通信市场的竞争越加激烈。为了生存和发展,中国国内的通信运营商采取各种手段来寻求竞争优势。其中,企业的服务质量已经越来越受到各运营商的重视,提高服务质量成为运营商们增强其竞争优势的一种有效手段。
本文从服务质量理论与模型出发,针对通信行业的特点,以常州电信中高端客户群体为研究对象,对该客户群体的服务体系中服务质量现状进行了研究。本论文主要的研究思路如下:首先,对服务质量的概念、理论模型进行阐述,并且对常州电信中高端客户服务质量的现状进行分析;其次,基于服务质量差距模型建立公司中高端客户服务质量指标体系,运用问卷调查和人员访谈相结合的研究方法,收集整理相关数据;同时,根据调查所得数据对常州电信中高端客户服务方面所存在的问题进行深入的分析;最后,有针对性地提出关于常州电信中高端客户服务质量提升的对策。
本文希望通过对这一系列问题进行深入的研究,为公司提出切实有效的建议以及改善措施,从而促进常州电信在中高端客户的服务质量方面有进一步的发展。
关键词: 常州电信 中高端客户 服务质量
Study on Improving Service Quality to the High-end Customer of changzhou telecom
ABSTRACT With the improvement of living standard and the expansion of social exchanges, China Telecom develops rapidly. Meanwhile, the competition in the market is bacoming more and more fierce following the coming of the structural reform and the 4G era. Chinese communication carriers adapt various means to obtain the advantage of competition for the survival and development. Undoubtedly, service quality has become the important means of competition, therefore, improving service has become an effectual strategy to strengthen its competitive edge.
This paper, based on the theory and model of service quality, conducts the quantitative analysis on the eva luative methods of service quality to the high-end customers, focusing on the features of mobile communication industry. It first states the definition and model of service quality as well as the current situation of sevice to the medium and high customers. Then, it builds quality index system based on the gap model of service quality, collecting related data by using the ways of questitionair and access method and making a deep analysis on its faults. Finally, it puts forward the targeted strategy of improving the sevice quality.
The aim of this paper is to put forward some practical advice and innovative ideas for the company through the deep study on these problems, promoting the development of China Telecom’s service to the medium and high clients.
KEY WORDS Changzhou telecom high-end customer the service quality
目录
第一章 绪论 1
1.1 研究背景与问题的提出 1
1.2 服务质量理论与模型 1
1.3 研究思路与方法 4
第二章 常州电信中高端客户服务现状 5
2.1 常州电信概况 5
2.2 常州电信中高端客户的基本情况分析 5
2.3 常州电信中高端客户的服务策略 6
第三章 常州电信中高端客户服务质量调查 7
3.1 调查方案和样本选取 7
3.2 服务质量指标体系 7
3.3 指标定量分析 9
3.4 服务质量上主要存在的问题 14
第四章 常州电信中高端客户服务质量提升对策 16
4.1 优化服务标准 16
4.2 加强营业厅标准化 16
4.3 加强员工培训 17
4.4 举办有吸引力的促销活动 17
4.5 树立跟踪服务意识 18
4.6 提供差异化服务 19
4.7 小结 19
致 谢 20
参考文献 21
附录A 22
附录B 23
附录C 24