The Self-Mapping Effect for Consumers of Qualitygap of TD Services

摘要：

The quality of telecommunications services plays an important role in deciding whether to buy its telecommunications services for a consumer.This paper first analyzed the quality of telecommunications service and service quality gap. Then,we used the questionnaire method and analyzed the quality gap of TD services existedamong consumers. We find the self-mapping effect for consumers isthe main cause of the gap.At last,this articleis concluded with some policy recommendations to help China Mobile eliminate consumer sself-mapping effect of quality gap of TD services in order to attract more customers.

作者: Liu-yan JIANG Ya-ning WANG Zhi-yong XIE

作者单位: School of management and economics, Beijing university of posts and telecommunications, BeijingChina

会议类型: 国际会议

会议名称: 2011 IEEE 18th International Conference on Industrial Engineering and Engineering Management(2011 IEEE 第十八届工业工程与工程管理国际会议 IEEM2011)

会议地点: 长春

会议语种:英文

页码: 2118-2121

在线出版日期: 2011-09-03（万方平台首次上网日期，不代表论文的发表时间）