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进入移动互联网时代,服务范畴已从传统的面对面接触形式,延展到通过在线服务满足消费者的各类需求。在市场竞争不断同质化的形势下,对于客户的服务也日益精细,感知与体验成为影响客户满意度和忠诚度的核心要素。为此,江苏移动积极求变,从加快服务品质管理转型入手,努力探索服务转型,打造服务新优势。盯牢网络质量苏州火车站候车大厅里,移动工作人员小张正在按照要求用公司的内测客户端进行端到端网络质量测试。从2014年开始,江苏移动每个月都会抽取地市
Into the mobile Internet era, the scope of services from the traditional form of face-to-face contact, extended to meet the various needs of consumers through online services. As market competition continues to be homogenized, service to customers is increasingly refined, and perception and experience are central to influencing customer satisfaction and loyalty. To this end, Jiangsu Mobile actively change, starting from the speeding up the transformation of service quality management, and strive to explore the service transformation and create new service advantages. Staring network quality Suzhou Railway Station waiting hall, the mobile staff Xiao Zhang is in accordance with the requirements of the company’s client with end-to-end test network quality testing. From 2014 onwards, Jiangsu Mobile will draw the city every month