Study on the Management Innovation of Telecom Service Encounter and the Formation Mechanism of Service Competitiveness

Service contact process and customer experience form telecom service competitiveness.Based on eTOM's normal structure and flow process idea,it reconstructs the service encounter process from the aspect of quality experienced by customers,and decomposes service encounter process into 5 main encounter points,such as net products design,marketing service,fulfillment,assurance,billing.It finds the critical factors of service competitiveness by the correlational analysis of service contact points and quality experienced by customers.It builds up the evaluation index system of service competitiveness.At last,it gives some measures to improve telecom service competitiveness.