電信分局全業(yè)務(wù)經(jīng)營中的沖突應(yīng)對措施.pdf

1、目錄摘要.................................................................................................................……1ABSTRACT............................................................................................

2、................……2第一章引言........................................................................................................……41.1課題背景..................................................................................

3、......................................……41.2文獻(xiàn)綜述........................................................................................................................……51.3研究問題’，「的......................................

4、......................................................................……71.4研究思路與方法............................................................................................................……8第二章電信分局全業(yè)務(wù)經(jīng)營中的沖突焦點(diǎn)........

5、..........................................……102.1全業(yè)務(wù)分局的纖織架構(gòu)..............................................................................................……102.2全業(yè)務(wù)分局的業(yè)務(wù)關(guān)系..................................................

6、...........................................……112.3個業(yè)務(wù)分局的沖突焦點(diǎn)解析......................................................................................……122.注全業(yè)務(wù)分局沖突]、泛對措施的I〕DCA循環(huán)圖...........................................

7、.....................……182.5本章小結(jié)......................................................................................................................……18第三章客戶經(jīng)理直銷與業(yè)務(wù)代理間的沖突應(yīng)對措施.................................……19:3.1電信業(yè)

8、務(wù)的客戶經(jīng)理精確營銷與渠道管理..............................................................……193.2客戶經(jīng)理直銷與業(yè)務(wù)代理沖突表現(xiàn).........................................................................……203.3哪S分解依據(jù)及沖突解決方法............................

9、.......................................................……223.飛制定責(zé)任分配表.........................................................................................................……253.6修訂崗位說明二及績效考核標(biāo)準(zhǔn).........................

10、....................................................……273.6提升全業(yè)務(wù)經(jīng)營能力與合同管理水平......................................................................……283.7亞塑銷售渠道劃分流程..........................................................

11、....................................……303.8本章小結(jié)......................................................................................................................……31第四章產(chǎn)品銷售與客戶滿意度管控間的沖突應(yīng)對措施............................

12、.……321.1匕信產(chǎn)::l銷伏’。電信企業(yè)的客少‘，i兩意度.................................................................……324.2產(chǎn)品銷伏’。客廠’茜意度竹控間的沖突表現(xiàn).............................................................……33哪S分解依據(jù)及沖突解次方法...................

13、...................……，..........……制斌貢仁分配表....................……，..................................................……5’.戮廠勻位說明弓及結(jié)效考孩懷準(zhǔn).……，...........................................……，..................……38一!.6投訴架道份理’。i幾塑

14、住i成倉J交價(jià)孔水令小第十章全業(yè)務(wù)分局沖突應(yīng)對措施的總結(jié)與展望..........................................……”l().1個取務(wù)分)公沖突應(yīng)劃劣:施的總結(jié)...........................................................................……77I().2沖突)、診對措施的適)j條件’。推，’價(jià)1..................

15、................................................……77川，3沖突應(yīng)對錯施的不足之處’。研究展望.....……，.....……，..........……，.....................……78參考文獻(xiàn)..........................................................................................

16、.....................……80致謝...............................................................................................................……82附錄一...........................................................................