有线电视运营企业服务体系的构建与优化方法研究

摘要

Chinese cable television has experienced transformation from analog TV to digital TV, from SD to HD and from one-way to interactive service. Many Cable TV operators have achieved accomplishment from extensive service to the fine services. There are many important factors which will benefit the construction of service system, for instance, reasonable construction of the organizational structure, quality service platform, and good customer service management system. It is crucial to optimize service system by deepening the manage- ment system, strengthening the service regulation, building flexible service mechanism and enhancing service concept. To improve the quality of cable television service and better service concept, the establishment and op- timization of the service system is the key factor as a way to win customers and keep sustainable development.%我国有线电视经历了从模拟电视到数字电视、从标清到高清、从单向到双向互动服务的转变，有线电视运营企业大都实现了由粗放服务到精细化服务的跨越。构建合理的企业组织架构，搭建优质的服务平台，建立完善的服务管理制度，加强用户服务管理是服务体系构建的重要因素；深化管理体制，加强服务监管，灵活服务机制，提升服务理念是服务体系得以优化的重要方法。为提升有线电视服务品质和升华服务理念，建立并不断优化服务体系成为有线电视运营企业赢得用户、持续发展的关键因素。