【正文】 因此，本文的具體研究意義與價(jià)值表現(xiàn)在：結(jié)合客戶服務(wù)評(píng)價(jià)及滿意度調(diào)查結(jié)果，對(duì)電信運(yùn)營(yíng)商在服務(wù)過(guò)程中導(dǎo)致客戶滿意度下降，或使客戶明確表達(dá)不滿意的原因進(jìn)行整理、分析。而客戶的滿意度對(duì)運(yùn)營(yíng)商維持品牌形象，穩(wěn)固市場(chǎng)份額，保持競(jìng)爭(zhēng)優(yōu)勢(shì)起到了至關(guān)重要的作用。行業(yè)重組后，三大運(yùn)營(yíng)商各自實(shí)現(xiàn)的全業(yè)務(wù)運(yùn)營(yíng)使行業(yè)內(nèi)呈現(xiàn)出產(chǎn)品及業(yè)務(wù)同質(zhì)化的局面。至2009年初3G商業(yè)運(yùn)營(yíng)執(zhí)照的發(fā)放，我國(guó)電信運(yùn)營(yíng)商行業(yè)打破了個(gè)別企業(yè)壟斷優(yōu)勢(shì)業(yè)務(wù)市場(chǎng)的格局，三大電信運(yùn)營(yíng)商均具備了全業(yè)務(wù)運(yùn)營(yíng)的能力。 service quality。With the restructuring of the tele operators have access to the whole business intelligence, munications between enterprises in an increasingly petitive and customer services provided by telemunications panies are increasingly high requirements. Shall be subject to pure price petition can not meet market demand. Improve service, increase customer satisfaction has bee the operator to open the market situation, retain old customers, an important way to pete for new customers. In this context, the paper selected as the research object X Tele, analysis of the business processes are not satisfied with the service factors and propose improvement strategies that will increase service quality to win the market petition in an important role.Based on the above topics, the paper quality of service management, customer satisfaction and other related theories, systematic study X tele customer satisfaction overall, indepth exploration affect fixed, 2G, 3G service quality and customer satisfaction, the key elements of the telemunications in the course of the mercial aspects of the quality of service problems. Combined with X telemunications pany status, this paper proposes an overall improvement, focusing on promoting service improvement direction. Pointed out that the concept of customer service should be run through the Xtele aspects of business operations, but the specific service improvements should be bined with their own strength, select the greatest impact on customer satisfaction aspects of priority improvements. In this thought, put forward at the macro from the network quality, tariff structure, business offices, electronic channels, customer hotline, valueadded services such as six business processes fully start, affecting all aspects of customer satisfaction overall improvement. Specific implementation level, prehensive data analysis and article X tele situation, select each course of business the greatest impact on customer satisfaction as a key element of the quality improvement goals. Ensuring that the pany used to prioritize limited resources to improve the greatest impact on customer satisfaction link.Influence through the X tele customer satisfaction analysis of the quality elements, this paper is the current tele panies to improve management strategies dissatisfied customers to effectively improve customer satisfaction provides a practical solution. Meanwhile, the paper for other telemunications operators to improve service quality jobs also have some reference.Keywords: tele panies。 服務(wù)質(zhì)量。關(guān)鍵詞: 電信公司。通過(guò)對(duì)X電信影響客戶滿意度各質(zhì)量要素的分析研究，本文為當(dāng)前電信公司改善不滿意客戶的管理策略，有效提升客戶滿意度提供了一套切實(shí)可行的方案。具體執(zhí)行層面，綜合本文的數(shù)據(jù)分析和X 電信現(xiàn)狀，選取每一個(gè)商業(yè)過(guò)程中對(duì)客戶滿意度影響最大的質(zhì)量要素作為重點(diǎn)改善目標(biāo)。指出客戶服務(wù)的理念應(yīng)貫穿于X電信企業(yè)運(yùn)營(yíng)的各個(gè)方面，但具體服務(wù)的改善應(yīng)該結(jié)合企業(yè)自身實(shí)力，選取對(duì)客戶滿意度影響最大的方面優(yōu)先改進(jìn)?；谝陨线x題，本文以服務(wù)質(zhì)量管理、客戶滿意度等相關(guān)理論為基礎(chǔ)，系統(tǒng)考察X電信客戶滿意度整體情況，深入探索影響固網(wǎng)、2G、3G業(yè)務(wù)客戶滿意度的關(guān)鍵質(zhì)量要素， 研究電信在各商業(yè)過(guò)程中服務(wù)品質(zhì)方面的存在的問(wèn)題。改善服務(wù)， 提升客戶滿意度已經(jīng)成為各運(yùn)營(yíng)商打開(kāi)市場(chǎng)局面，保有老客戶、爭(zhēng)奪新客戶的重要途徑。X電信運(yùn)營(yíng)商服務(wù)中不滿意客戶管理實(shí)證研究摘要隨著電信重組后各運(yùn)營(yíng)商均獲得全業(yè)務(wù)經(jīng)營(yíng)資質(zhì)，通信企業(yè)之間競(jìng)爭(zhēng)日益激烈， 而客戶對(duì)通信企業(yè)提供的服務(wù)要求也越來(lái)越高。單純的價(jià)格競(jìng)爭(zhēng)已經(jīng)不能滿足市場(chǎng)需求。在此種大背景下，本文選取X電信為研究對(duì)象，分析各商業(yè)流程服務(wù)中不滿意因素， 并提出改善策略，指出提升服務(wù)品質(zhì)對(duì)贏得市場(chǎng)競(jìng)爭(zhēng)的重要作用。結(jié)合X電信公司現(xiàn)狀，本文提出“全面改善，重點(diǎn)推進(jìn)”的服務(wù)改進(jìn)方向。在這一思想指導(dǎo)下，提出在宏觀上從網(wǎng)絡(luò)質(zhì)量、資費(fèi)結(jié)構(gòu)、營(yíng)業(yè)廳、電子渠道、客戶熱線、增值業(yè)務(wù)等六項(xiàng)商業(yè)過(guò)程全面入手，對(duì)影響客戶滿意度的各個(gè)方面全面改進(jìn)。確保將公司有限的資源用于優(yōu)先改善對(duì)客戶滿意度影響最大的環(huán)節(jié)。同時(shí)，本文對(duì)其他通信運(yùn)營(yíng)商提升服務(wù)質(zhì)量的工作也有一定借鑒意義。 服務(wù)管理。 客戶滿意度SummarySummary部分yB多，建議重新翻譯或更正