基于模糊综合评判的运营商政企客户价值实证研究.pdfVIP

Service Science and Management 服务科学和管理, 2014, 4, 36-45 Published Online May 2014 in Hans. /journal/ssem /10.12677/ssem.2014.33005 The Empirical Study on the Value of Operator’s Government and Enterprise Customer Based on Fuzzy Comprehensive Evaluation Dayong Bao Beijing Branch of China Telecom Co., Ltd., Beijing Email: baody@ th nd nd Received: Apr. 24 , 2014; revised: May 22 , 2014; accepted: Jun. 2 , 2014 Copyright © 2014 by author and Hans Publishers Inc. This work is licensed under the Creative Commons Attribution International License (CC BY). /licenses/by/4.0/ Abstract The value evaluation for government and enterprise customers is particularly important for tele- com operators and enterprises. On the basis of relative literature review, this paper has estab- lished the evaluation index system about the value of government and enterprise customers. The index system consists of two dimensions: current value and potential value. Besides, there are also seven secondary indexes and nineteen third indexes used in the index system. Then, this paper chose three government and enterprise customers of a certain telecom operator as the research subjects. In this paper, a comprehensive evaluation based on the fuzzy evaluation method was conducted and the appropriate conclusions were drawn. Finally, the validity of the evaluation in- dex system was proved. Keywords Fuzzy Comprehensive Evaluation, Government and Enterprise Customers Value, Indexes System 基于模糊综合评判的运营商政企客户 价值实证研究 包大勇 36 基于模糊综合评判的运营商政企客户价值实证研究 中国电信股份有限公司北京分公司，北京