Research Of The Develop Tendecy And Service Management Of Cyber-Game Industry

The late 1990's saw the new entertainment industry -cyber game boom in China, which had developed from the limited single computer game to Massive Multiple-players Online Game (MMOG). In the progress of development, there are lots of unique characters and the industry also formed a successful commercial mode and a value-chain, which involves game producers, operational enterprises, telecom enterprises and distributor enterprises. Furthermore, this industry is entering the fast-developing and near- maturity period of high risk and high value.This paper researches the field of the development tendency and the service management of china's cyber game. Firstly, this thesis uses the Porter's "Diamond Model" and SWOT model to analysis the data, cases, and the special characters and regularities of this industry. Secondly, after the exterior and interior environment analysis, the thesis makes a conclusion that the government should strengthen the power of support and control on the macro-economical level; the enterprises should strengthen the research force and service quality on micro-economical level.Considering the actual status that the almost Chinese cyber game companies are operational enterprises, this thesis applies the PZB model to constructing a service quality measurement instrument, which intends to combine PZB's expectation-perception model and the gap model. After analyzing the service qualities of customers' requirements, this thesis gets the weighting of cyber game service quality. And then it provides a higher administrative cyber game service management.Finally, combining the successful experience of domestic and overseas cyber game enterprises, the thesis brings out the developing direction of china's cyber game and service management: those companies need concentrically diversify their business, strengthen their research and service quality force, consider the construction of detail channel, reduce industry chain levels, enhance the setting of economical system in their games, and speed up their network hardware construction.