Research Industry Chain Win-win Mechanism Based Telecommunications Customer Satisfaction

As the development of3G net, the original industrial chain mode already can not adapt to the demand for the development of telecom industry, so more and more new elements have been injected into the telecom industry chain. These new elements not only bring positive change to the telecom industry chain, but also bring it some new problems. One of the main problems is the customer satisfaction becomes lower. At the telecom industry chain in open cooperation, more diverse cooperation ways appear between the telecom operators and the third party content-service provider, which makes telecom operators more difficult to control the industrial chain freely, and also directly leads the customer satisfaction control more difficult. At present, the3G business customer satisfaction is far below the average level, if it is not improved, the further development of the telecomm industry chain will be largely restricted.Based on the analysis of the above background, this article discusses the influence of the customer satisfaction to telecom industry chain value. First, through the analysis on the evolvement of the telecom industry chain, we get a present value distribution pattern of the telecom industrial chain. Next, based on entrusting and supporting two different perspectives, this paper compares the telecom industry chain value distribution patterns under the case of considering customer satisfaction and not considering it. After that, we get the basic conclusion that customer satisfaction is the important influence factor of the value distribution at telecom industry chain.On the basis of the above research conclusion, this paper designs two different telecom industry chain mutual-benefit models under the perspectives of entrusting and supporting. Different with the traditional telecom business model, the design of the telecom industry chain mutual-benefit models are based on customer satisfaction, which is a special perspective. We set telecom user as the game participant, as a result, the traditional game between the telecom operators and the content-service providers expand to the telecom operators, the content-service providers and users who play the game together. At the same time we set customer satisfaction as the fulcrum, and design the three parties mutual-benefit cooperation model for telecom industrial chain, which can not only increase the interest of the main bodies of the industrial chain, but also can improve the whole value of the telecom industrial chain.