中國電信HN地區(qū)多媒體客戶服務(wù)建設(shè)研究.pdf

1、長沙理工大學(xué)碩士學(xué)位論文中國電信HN地區(qū)多媒體客戶服務(wù)建設(shè)研究姓名：耿鵬申請學(xué)位級別：碩士專業(yè)：企業(yè)戰(zhàn)略管理指導(dǎo)教師：劉建江20121202AbstractWiththedevelopmentofknowledgeeconomyandeconomicglobalization，thetelecommunicationsindustrywillfacemorechallengesandmoreopportunitiesCustomerse

2、rvicequalityontherise，isplacedinfrontofthetelecommunicationsindustryissuesMakingtelecommunicationsbusinessstrategybytheCI(CooperateIdentity)strategyphasetoCS(CustomerSatisfaction)transitionstrategyTelecomoperatorsincreas

3、edtoserviceinputs，particularlythroughtheelectronicchannelinputsincrease，SOthatcustomerserviceandcallcentercontinuestiseInordertomakethetelecommunicationsindustryCSstrategybetter，moreefficient，quickserviceforcustomers，imp

4、rovecustomersatisfactionlowstatus，theauthorinthetelecommunicationindustrycustomerserviceonthebasisofunderstanding，basedonthetelecommunicationsservicefusionefficiencyinnovativeservicemeans，enhancethevalueofservices，goodbu

5、sinessopportunitiesintothepurpose，forChinaTelecomHNmultimediacustomerserviceprojectsofaseriesofdiscussionsandInthispaperthefollowingaspectswerestudiedindetail：theoneistheanalysisofthetelecommunicationindustrycustomerserv

6、icecentertofacethetrendofglobalizationofcurrentsituation；twoistodiscussthemultimediaservicetheorymultimediaserviceandtheessenceofservicetheory；threeisdiscussedChinaTelecomHNmultimediaservicepresentsituation，theexistingin

7、operationtheproblemisputforward；fourChinaTelecomHNmultimediaserviceimplementationstrategycombined、衍t11thepracticalapplicationoftheinteractiveprocessputsforwardimprovementstrategy；fiveisthestrategyoftheexpectedeffectiseva

8、luatedThearticlethinksatthesametime，multimediaandtraditionalcustomerservice，customerservicetowanttocompare，itsmainadvantages：oneistostrengthentheinnovationabilitymakethecallcenteroperationabilityisenhanced；thetwoistostre