利用服务质量差距模型提高电信企业服务营销质量

随着电信企业竞争越来越激烈,如何提高企业核心竞争力成为我国电信企业面临的首要问题。由于各国都加大了投入,技术的提升很难再有往日的竞争优势,服务成为企业间差别化的利器,我国电信企业长期处于“高高在上”的垄断地位,服务意识淡漠,服务质量不尽如人意,本文利用服务质量差距模型提出了提高服务质量的一些具体措施。

Make Use of the 5-Gap Model of Service Quality to Improve the Service Quality of Telecommunication Companies

Along with the fiercer and fiercer competition among the telecommunication companies, how to improve the core competition ability becomes the main challenge for them. Because the technology update couldn't bring the advantages as before, ser- vice becomes the strong weapon to win this campaign. However, our telecommunication companies always pay little attention to thecustomer service and the service quality is not satisfying. In this article, I will make use of the 5- Gap Model of Service Quality to an- alyze the present situation of telecommunication companies and to provide some advice for them.