现代信息服务中的抱怨管理及其博弈分析

Complaining Management and Game Analysis in the Modern Information Service

结合计算机通讯和数据库技术,讨论分析了现代信息服务中的抱怨管理问题,提出了在现代信息服务中如何正确有效地处理顾客的抱怨的一系列过程、方法及其架构。同时针对信息服务中抱怨管理特点的分析,研究了内外部环境,特别是规章制度对现代信息服务和抱怨管理的主要影响,建立了信息服务中抱怨管理博弈的一般模型,为信息服务研究开辟了一个新方向。

Combining with computer and database technology, the paper discusses the complaining management in the modern information service and advanced the procedure, techniques and frameworks of processing customer's complaining effectively. At the same time, based on the characteristic analysis on the complaining management, it studies the bylaw effects on the modern information service and the complaining management. It also sets up a general game model of the complain management and opens up a new direction for the information service study.