电信运营商农村市场服务营销中的服务质量管理

Service quality management of telecom operators in the rural market service marketing

通信市场的竞争在经过几个层面后,开展农村市场的服务营销越来越受到众多电信运营商的关注和重视。抓好服务质量管理是电信运营商有效开展农村市场服务营销的重中之重。文章提出了电信运营商进行农村市场服务营销服务管理的总体要求,对服务管理的过程控制进行了解构,电信运营商要想使农村通信用户满意并与他们建立长期的关系,归根到底就是要通过服务质量管理差距分析弥合用户期望与经验质量的差距。

After several aspects of the competition in the communications market, many telecom operators begin to concern more about the rural market service marketing. Paying special attention to the service quality management is the top priority for the telecom operators to effectively develop the rural market service marketing. The overall requirements are put forward and the process control of the service management is deeonstrueted. To make the rural customers satisfied and establish long-term relationship with them, the teleeom operators should bridge the gap between customers＂ expectations and experience quality through the analysis of service quality management gap.