中國移動通信接觸服務(wù)影響因素的實證研究.pdf

1、北京郵電大學(xué)碩士學(xué)位論文中國移動通信接觸服務(wù)影響因素的實證研究姓名：李衛(wèi)衛(wèi)申請學(xué)位級別：碩士專業(yè)：企業(yè)管理指導(dǎo)教師：徐達20090215中國移動通信接觸服務(wù)影響因素的實證研究ANEⅣ口ⅡUCALSTUDYONINFLUENCINGFACTORSOFCHINAMOBILE’SSERvlCEENCOUNTERABSTRACTFrommobilecommunicationsservicestomobilecommunicationsexper

2、t，andthenafter2006，mobileinformationexpert，thedevelopmentofChinaMobile’Svisionnotonlyfeedbacksthechangesandevolutionsoftheconc印tofmobilecommunications，butalsoreflectsthecharacteristicsoftheserviceintelecomindustryCharact

3、eristicsofvirtualcommunicationmakeChinaMobile’sserviceencountersdistinguishfromtherestaurants，hotels，aviation，medicalandothertraditionalserviceindustries，whichalemultipleandhierarchicalWiththecriteriafortheproductclassif

4、icationChinaMobile’SserviceCanbedividedintocoreservices，supportservicesandadditionalservicesatthreelevelsMobileCommunicationsServicesEncounterreferstheprocessofprovidingthethreelevels’servicetocustomers，throughentitiesch

5、annelsorvirtualtoolsContactpointiStheinteractiveinterface，whereservicedeliveryprocesshappensbetweenmobileoperatorsandcustomersIntheviewofserviceencountercustomerintheprocessofserviceencounterwillbeinfluencedinevitablyfro

6、mtheexternalcontactpoint，includingtheinternalenvironment，servicefacilities，servicepersonnelandothercustomersThisarticleconstructsasystemmodelofChinaMobile’Sserviceencounteronthebaseofdomesticandforeigntheories，toanalyzet

7、heinfluencingfactorsduringtheserviceencounterThedatafromasamplesurveyisusedtotestingthehypothesisofthemodelAsaresult，theresearchfindingsshow：thecustomer’Sdegreeofattentionovertheinfluencingfactorswillfluctuatewiththeinvo