The Study Of The Customer Expectations Management Of Telecom Operators

Customer expectations is one of the decisive factor for customer satisfaction. Usually,the operator acquire customer satisfaction by doing everything to meet customer expectations. However, if the operator is only seeking to meet customer expectations, customer expectations will continue to rise. The input of the operator will be larger, the service capabilities will become be inadequate, and the space to advance satisfaction will shrink. So the operators must be look for a solution from another angle. The solution is researching on the management of customer expectations.This article starts from the the real problems which the telecom operators face to,in particular, during the period of transformation of the full-service operations and 3G launching. And it is very importance the telecom operator to expound customer expectations management. The theoretical of this article basis KANO model and TCSI model, etc.Some theories such as the level of communications customer's expectations and dynamic circulation models of the telecom operators's customer expectations management,are proposed in this paper.