| 全业务运营时代的电信服务质量管制 |
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| 引用本文： | 刘珊,姜阳,梁雄健.全业务运营时代的电信服务质量管制[J].北京邮电大学学报(北京邮电大学学报),2010,12(1):86-92. |
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| 作者姓名： | 刘珊 姜阳 梁雄健 |
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| 作者单位： | 北京邮电大学,经济管理学院,北京,100876;北京邮电大学,经济管理学院,北京,100876;北京邮电大学,经济管理学院,北京,100876 |
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| 摘 要： | 从电信业务的发展趋势及其主要运营模式出发，从质量范围和满意度两个角度说明全业务运营时代电信服务质量差异原因，并从信息完全、管制领域和管制权限三方面分析了现有管制的不足和由此引发的服务质量越位、错位、缺位问题。最后从管制机构自身建设、服务质量管制内容和面向消费者的配套措施几个方面提出了具体建议。
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| 关 键 词： | 电信服务质量 全业务运营 长尾理论 服务质量管制 |
| 收稿时间： | 2009-12-16 |
Regulation of Telecommunications Service Quality in the Whole Service Operation Age |
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| LIU Shan,JIANG Yang,LIANG Xiong-jian.Regulation of Telecommunications Service Quality in the Whole Service Operation Age[J].Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition),2010,12(1):86-92. |
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| Authors: | LIU Shan JIANG Yang LIANG Xiong-jian |
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| Institution: | School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing 100876,China |
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| Abstract: | Based on the developing tendency and basic pattern of telecommunication services,this article explains the reasons why telecommunication services difference exist in the whole service operation age from two aspects of quality and satisfaction percent.Then it analyzes the shortage of nowadays regulation mechanism from information integration,regulation field and regulation power limit,and the consequently quality problems caused from three aspects of offside,transplacement and absence.Finally,regulation sugg... |
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| Keywords: | telecommunicationsservicequality thewholeserviceoperation longtailtheory regulationofservicequality |
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