The rate satisfaction of government and corporate customers,to which telecom companies pay special attention,is an important part of the overall satisfaction of the market segment.Focusing on specialline products and ...The rate satisfaction of government and corporate customers,to which telecom companies pay special attention,is an important part of the overall satisfaction of the market segment.Focusing on specialline products and based on interview with experts and literature review,this article builds an effect model comprising four factors affecting the major government and corporate customers' satisfaction with the rate,including cost performance,discount degree,rate communication and bill composition.Besides,employing AMOS and other analytical tools,it reveals significant positive effects of the aforementioned four factors on the customer's rate satisfaction,and arranges them in sequence according to the path coefficient of each influence.Based on quantified results,this article proposes management recommendations to improve the rate satisfaction,providing basis for research on the overall rate satisfaction optimization of government and corporate customers.展开更多
Aiming at discovering target customers,this article establishes the value assessment system for government& corporate customers according to the level,stability and accessibility of customer value.With 137 custome...Aiming at discovering target customers,this article establishes the value assessment system for government& corporate customers according to the level,stability and accessibility of customer value.With 137 customers as samples,it builds the government & corporate customer value assessment system through analytic hierarchy process(AHP) and identifies target government &corpora te customers by indicator optimization,model fitting and cluster analysis.All these achievements help accurate identification of high-value government and corporate customers and optimization of resource allocation for customer service.展开更多
文摘The rate satisfaction of government and corporate customers,to which telecom companies pay special attention,is an important part of the overall satisfaction of the market segment.Focusing on specialline products and based on interview with experts and literature review,this article builds an effect model comprising four factors affecting the major government and corporate customers' satisfaction with the rate,including cost performance,discount degree,rate communication and bill composition.Besides,employing AMOS and other analytical tools,it reveals significant positive effects of the aforementioned four factors on the customer's rate satisfaction,and arranges them in sequence according to the path coefficient of each influence.Based on quantified results,this article proposes management recommendations to improve the rate satisfaction,providing basis for research on the overall rate satisfaction optimization of government and corporate customers.
基金The work presented in this study is supported by the National Natural Science Foundation of China （Grant No.71372046）. As the authors of this paper, we＇d like to express our sincere gratitude to China enterprise research center, Tsinghua University. Since without the inspiring academic atmosphere, we could hardly come up with the creativity of this study. Besides, we also appreciate the cooperation of our subjects who were all students of our university.
文摘Aiming at discovering target customers,this article establishes the value assessment system for government& corporate customers according to the level,stability and accessibility of customer value.With 137 customers as samples,it builds the government & corporate customer value assessment system through analytic hierarchy process(AHP) and identifies target government &corpora te customers by indicator optimization,model fitting and cluster analysis.All these achievements help accurate identification of high-value government and corporate customers and optimization of resource allocation for customer service.
