昌平供電公司客戶(hù)投訴管理.pdf

1、華北電力大學(xué)工商管理碩士專(zhuān)業(yè)學(xué)位論文摘要隨著服務(wù)營(yíng)銷(xiāo)觀念的加強(qiáng)，以及能源市場(chǎng)競(jìng)爭(zhēng)的出現(xiàn)，各電網(wǎng)公司已越來(lái)越重視供電服務(wù)品質(zhì)，但是各種因素決定了服務(wù)的非完美性，客戶(hù)投訴不可避免，因此，搞好優(yōu)質(zhì)服務(wù)，必須重視客戶(hù)投訴管理。本文首先闡述了客戶(hù)投訴的理論知識(shí)，對(duì)客戶(hù)投訴的來(lái)源，客戶(hù)投訴的態(tài)度，和客戶(hù)投訴的原因進(jìn)行了分析接著對(duì)供電公司的客戶(hù)投訴動(dòng)因，從服務(wù)質(zhì)量缺口入手，進(jìn)行來(lái)龍去脈地梳理隨后，對(duì)昌平供電公司的客戶(hù)投訴管理辦法，流程及管理結(jié)果進(jìn)行實(shí)

2、際調(diào)查。最后在前文的分析基礎(chǔ)上，對(duì)昌平供電公司的投訴管理提出了本作者的建議。關(guān)鍵詞:電力客戶(hù)，投訴管理，SEM模型ABSTRACTWiththestrengtheningofservieemarketingconeePt，andtheemergeneeofeomPetitiveenergymarket，PowergrideomPaniesgivemoreandmoreatentiontotheeleetrieityservieequal

3、ity.ButavarietyoffactorsdeterminethenonPerfeetion，eustomereomPlaintsareinevitable，therefe，toimProveservicequality，wemustataehimPortaneetothemanagemeniofeustomercomPlaints.This叭ielefirstexPoundedthetheoryofeustomereomPlai

4、nts，ineludingtheeustomercomPlaintssource，theatitudeofeustomereomPlaints，andthereasonsofeustomereomPlaints，theSeeond，Proeeeding誠(chéng)thservicequalitygap，analyzedtheeauseofthePowereomPany’5eustomereomPlaints.Thirdly，aninvestiga

5、tionwasmadetoanalyzetheeustomereomPlaintsmanagement，themanagemeniProeessandresultsofthemanagemeni.ThesignifieaneeoftheeustomereomPlainismanagementwasProvedwithemPiricalanalysis.Finally，basedonthePreviousanalysis，strategi

6、esreeommendationsofPowereustomereomPlaintmanagementfBeijingChangPingPowersuPPlyeomPanywerebroughtuP.ZhangKai(MasterofBusinessAdministration)DireetedbyProf.LiXiangKEYWORDS:Eleetrieitycustome片ComplaintsManagement，SEMmodel華