摘要
客户体验是全球电信运营企业关注服务质量提升的热点,也是当前服务管理理论研究的前沿课题。本文基于客户体验管理理论,运用峰终定律对北京移动新版账单的体验进行了实证研究和分析,构建了电信运营企业的客户体验的管理体系,形成了基于客户体验的服务蓝图。对电信运营商的客户体验管理和服务质量提升具有重要的战略指导意义。
Customer experience is not only a hot topic for quality of service (QoS) elevation of telecommunica- tion operators, but also a present frontier subject for service management theory. Based on the custom experience management (CEM) and peak-end rule, the experience of new version bills is analyzed and the customer experi- ence management system of telecommunication operation enterprise is constructed and service blueprint is formed. This research has important strategic significance for CEM and QoS elevation of telecommunication oper- ators.
出处
《北京邮电大学学报(社会科学版)》
2013年第2期51-56,共6页
Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition)
基金
国家科技支撑计划项目(2011BAH16B07)
2012年北京市社科基金项目(12JGB057)
关键词
客户体验管理
峰终定律
服务蓝图
customer experience management
peak-end rule
service blueprint