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The Investigation in Service Quality Management of 3G Business for Telecom Operators |
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Written by zeezom
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Monday, 31 January 2011 10:56 |
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The Investigation in Service Quality Management of 3G Business for Telecom Operators
Abstract—3rd generation mobile communication networks (3G)
have been heralded as a great shift that will make the market
competition to be fierce increasingly. In this situation, the telecom
operators are improving service quality to develop 3G users. Based
on the discussion of the basic principle of Customer Perceived
Service Quality Model and SERVQUAL Model, this paper has
improved them for the characteristics of the telecom industry.
Finally, this paper has described the content of service quality
management and put forward the parameters System in 3G era.
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