Research Into The Innovative Business Model Of The Customer-Service Network Of China Telecom

China Telecom takes the lead to raise the issue that telecommunication operators should transform into a modern integrated information service provider from a single fixed-line telephone operator,due to the development and spread of information technology,the keen competition in telecommunication markets as well.Great changes have taken place in the structure of operations after restructuring of China Telecom.The proportion of non-telephone operations has been increasing up to nearly 50%.However,the previous business model of fixed-line telephone operations is totally different from the current integrated one,especially in terms of basic operations of the integrated information service,namely its customer-service network which needs a new business model to support it.The integrated information service runs on the basis of the customer-service network,which needs multi- specialty and multi-enterprise co-operation in a win-win business model,in a conjunct value chain,to provide customers with a package of information technology services.The quality of the customer service network depends on the business model.The service of customer network has to expand along with the evolution of information technology,and so innovative business model can not but develop to enhance the quality of customer service.Innovative business model can use others' for reference but can't just copy others'.China Telecom will make rapid progress only by innovating its business model to promote the continuous optimization of the value chain of the customer-service network in the full service operations. This article explores the innovative win-win co-operation business model of the customer-service network based on the analysis of the features of the current customer-service network,and thereby provides a reference for China Telecom's local network operations to find a win-win co-operation business model in its customer-service network operations.