中国联通服务质量研究.docVIP

中 国 联 通 服 务 质 量 研 究 目录 摘要、关键词 引言······················································4 一、中国联通简介············································4 二、中国联通服务质量的提出···································5 三、中国联通的服务质量下降原因································6 四、服务质量解决措施·········································8 五、结束语·················································8 参考文献 【摘要】：随着中国加入WTO，中国的电信市场将更加开放，国内移动通信运营商既迎来了巨大发展机遇，又面临着电信市场逐步向世界开放带来的严峻挑战。同样社会经济的快速发展，人们对电信市场的通信服务质量要求也越来越高了，不再是简简单单注重通信质量，更注重服务行为质量，这就要求中国的电信服务商要注重客户服务质量。作为中国三大通信服务商之一的中国联通，它的服务质量也越来越会受到重视。现在，人们购买通信服务，买的不仅仅是通话质量，买的更是享受联通服务质量的过程，以及对联通公司的信任。本文首先分析在什么样的背景下提出对中国联通的服务质量的研究，接着分析产生的原因，最后根据原因针对中国联通的实际行为对比提出解决措施。 【关键词】：中国联通 服务质量 解决措施 [abstract]：With Chinas accession to the WTO, Chinas telecom market will be more open, the domestic mobile operators in great development opportunity already, and also faces the telecommunications market gradually to open the challenge of the world. As the rapid development of social economy, the people of the telecommun- ications market of communication service quality requirements are increasingly high, is no longer a simple, more attention to the quality of service quality, which requires the China telecom service should pay attention to quality service to customers. As one of the three communications provider in China, it is the China unicoms service quality and will be valued. Now, people buy communications services, buy just call quality, buy more enjoy the process of service quality. China unicom and China unicoms trust. This paper firstly analyzes the background in what kind of China unicom service process, then analyses the research, finally, according to the real reason for China unicom behavior and put forword to solution measures. [key word]:China Unicom Service Quality Solving Measures 引言 在新时代新经济形势的要求下，随着通信技术的快速发展，使用户在满足基本通话要求的基础上对信息沟通方面提出更高的要求，特别是在中国加入WTO后，我国的通信服务面临着国外竞争的必将日趋激烈，这就要求中国通信服务的运营商在信息沟通方面和服务质量方面作出更好更强的服务。中国联通是中国通信服务的运营商之一，（中国移动、中国电信和中国联通是我国通信服务的三大运营商），现在它们之间