基于“客户感知验证”的服务质量差距管理体系研究

摘要

Based on the service-enhancing problems which the operators face during the transformation process, this paper puts forward innovation ideas and verification system for customer perception, and introduces the service quality gap model and methodology. It also introduces the implementation methods and effect through the concrete cases, and offers proposals at the same time for further application research on customer service management system transformation in the mobile Internet era.%文章立足运营商转型过程中所面临的服务提升问题，提出客户感知验证的创新思路和验证体系，重点介绍了服务质量差距模型与方法论，并通过具体案例介绍验证工作的实施方式和效果，同时对进一步推广应用提出相应建议，为延伸移动互联网时代客服管理体系的转型研究抛砖引玉。