Telecommunications Business In The Service Recovery Satisfaction Factors

With the fierce competition in 3Q the three telecommunications operators embrace an all-around rivalship with each other. Bigger and bigger service pressure has led them to a consensus of the importance of providing high quality service to customers. Service recovery is an important research domain of service marketing. The particularity of telecommunications product makes service failure unavoidable in telecommunications industry, one of the tertiary industries. Therefore, service recovery has become a supreme problem for the telecommunications operators, especially China Mobile, who has more than 0.5 billion users. The improvement of service recovery can not only help rebuild a good impression of the operators in customers' heart, but also increase customer loyalty and prevent customer churn.Based on theories and methods remediation services to telecom operators in China Mobile as the research object, through the design of the empirical method of scale in the telecommunications business impact of service recovery satisfaction, this paper selected the four dimensions of service recovery:apology, communication, feedback, compensation as a service recovery satisfaction factors, building telecommunications business service recovery satisfaction factors of the hypothetical model, through contacts that business offices and non-contact point that is customer service telephone 10086 of comparative studies, to realize China Mobile point of contact and non-contact point service recovery satisfaction factors of determination, model validation results show that the conclusion of this article on China Mobile's customer retention has important practical significance, while customers of all telecom operators have to maintain the same reference.