Sichuan Telecom Window Service Research

The influence of service is ubiquitous from the traditional manufacturing industry to the information industries. Both the enterprise and the customer extremely pays attention to the quality of service. In China, the demand of the communication service has maintained and gained the fast growth continuously along with the rapid development of the Chinese economy, which has directly led to the intense telecoms industry competition. As a particular kind of service industry, the essential competition among telecom enterprises is the service competition. To be a"the forward-edge position", the contact form and the quality of the telecom window service affect customer's degree of satisfaction profoundly.In recent years, the China Telecom has made the substantial efforts in the marketing aspect, the external service image of telecom operation place had been enhanced very much. Also a series of reform measure were carried out internal the enterprise to improve the administration, but its service level is still fell long behind compared with the market and consumer's request, therefore the analysis and the exploration of how to improve the service quality of telecom window service is very important.This article, which took the telecom window service as the object of study, firstly explained the importance of telecom window service through analyzing the relation between consumer satisfaction and window service on the basis of the concept of service marketing theory, and then analyzed the reality of competition environment, illustrating that the service quality of the telecom enterprise has became a key factor of measuring the core competition force under the intense market competition environment from the strategic angle. On the basis of related theory in the service marketing, the article has used kinds of research method such as the investigation, case analysis, data statistics, to solve the practical problems that appeared in telecom window service, which is the main character and innovation of the article.This article takes the Sichuan local telecom company as the main object of study. The case from the reality, and its solution also partially justified, therefore, to some extent, the article has a realistic significance because reference value to the business development and the market competition is provided.