Dissertation > Excellent graduate degree dissertation topics show

Research of Service Recovery Management by Telecom Operators to Improve Customer Satisfaction

Author: ChengYongZuo
Tutor: WangDeSheng
School: Shandong University
Course: Business Administration
Keywords: Service failure Service Recovery Customer satisfaction
CLC: F626
Type: Master's thesis
Year: 2011
Downloads: 70
Quote: 0
Read: Download Dissertation

Abstract


China 's telecom operators in the increasingly fierce competition , which requires telecommunications carriers to provide more quality services to improve customer satisfaction and customer loyalty . The characteristics of telecommunications products destined to the generation of telecom operators, service failures are inevitable , the service recovery to become an indispensable strategy selection by telecom operators practice . Relationship between the article to sort out and synthesis of the literature related to the management of service recovery , including quality of service , service failure , service recovery concept , the dimension of service recovery , service recovery and customer satisfaction , service recovery method and remedy the degree based on normalized theory and equity theory explanation . The need for service recovery management is reflected in the huge cost of service failure , improve quality of service , increase customer satisfaction , improve staff quality and satisfaction . Service fails , there are multiple reasons for telecom operators , service failures customer service failure Volkswagen Group customers service failed mainly from two aspects . Enhance the service recovery management system based on customer satisfaction , including service failure early warning system , the implementation of service recovery systems and services to improve the system , telecom companies can be implemented in the following aspects of service the remedial management : service zero defect , encourage customer complaints , authorize staff establish relevant supporting management system , establish a service recovery information systems , the development of the main points of the service recovery programs , the establishment of a service failure early warning mechanism , partner management , from remedial learning , employee satisfaction . Service recovery management in the future will show a new trend , by the promise to \

Related Dissertations

  1. The Empirical Research on Service Encounter Affecting Customer Loyalty of Female Underwear Brand,F274
  2. The Study of FedEx Service Strategy Improvement and Customer Satisfaction Enhancement,F259.23
  3. Design of Customer Satisfaction Management System for W in Guangzhou,F293.3
  4. Research on Application of Data Mining Technology in Degree of Satisfaction Analysis of Television Customers,TP311.13
  5. The Research of Service Quality Management of Mobile Communication Industry in the Perspective of Customer Satisfaction,F626;F224
  6. Factors Influencing Customer Loyalty of Credit Card Market for College Students,F832.2
  7. Influencing Factors of Customer Satisfaction on the Medical Training Meeting,R-2
  8. The performance of the real estate business relationship between customer satisfaction and,F293.3;F224
  9. The Application of 6 Sigma on Interactive Voice Response System of Telecom Company,F626
  10. Retail merchandise out of stock and corporate reputation Empirical Study,F274
  11. The Service Quality Management Research of Shangrao Quality and Technology Supervision Bureau,F203
  12. The Research on the Service Quality of China Mobile Group Shanghai Co.,LTD in View of the Customer Satisfaction Index,F626
  13. Elevator Product Configuration Rules Dynamic Incremental Updating and Schemes Optimization Technologies and Their Applications,TU857
  14. Shenzhen CIC Securities Company Customer Satisfaction Measurement System Design and Implementation,TP311.52
  15. Research on Relationship Marketing in the Brokerage Business in Huatai Securities,F832.51
  16. The Research on the Influencing Factors of Customer Loyalty in Household Stores Based on Experienced Marketing,F721
  17. A Research Based on CSI of Telecommunications Company Customer Satisfaction Model,F626;F224
  18. Democracy Discusses Method and Application in Doing Wind,D630
  19. The Changchun Universities customer satisfaction research,G649.2
  20. The Estimate and Analysis of Customer Satisfaction of Real State Corporation,F293.3;F224
  21. The Empirical Analysis of Factors Effecting Online Shopping Customer Satisfaction Index in C2C Mode,F724.6

CLC: > Economic > Posts and Telecommunications economic > Telecommunications > Telecommunications business organization and management
© 2012 www.DissertationTopic.Net  Mobile