| 电信服务体验研究 |
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| 引用本文： | 崔涛,廖小伟,吕廷杰. 电信服务体验研究[J]. 电信科学, 2004, 20(5): 11-14 |
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| 作者姓名： | 崔涛 廖小伟 吕廷杰 |
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| 作者单位： | 1. 中国网通集团监管事业部,北京,100031
2. 北京邮电大学经济管理学院,北京,100876 |
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| 摘 要： | 本文提出了有限理性需求、有限理性服务质量的概念,从客户体验的角度出发,引入分析了电信服务体验链、满意度与忠诚度的关系等,并提出了服务体验的优化改进方法.
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| 关 键 词： | 有限理性需求 服务质量 体验 满意度 忠诚度 |
| 修稿时间： | 2004-04-16 |
Investigation on Telecom Service Experience |
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| Cui Tao,Liao Xiaowei,Lu Tingjie. Investigation on Telecom Service Experience[J]. Telecommunications Science, 2004, 20(5): 11-14 |
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| Authors: | Cui Tao Liao Xiaowei Lu Tingjie |
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| Affiliation: | Cui Tao1,Liao Xiaowei2,Lu Tingjie2 |
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| Abstract: | This article presents concepts of limited ration demand and limited ration service quality, introduces and analyzes the telecom service experience chain at the customer experience angle, concludes some results of experimental investigation on the relationship between satisfaction and royalty, provides a feasible approach to improve service experience. |
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| Keywords: | limited ration demand service quality experience satisfaction royalty |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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