关键词: 电信服务质量, 全业务运营, 长尾理论, 服务质量管制

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 suggestions are proposed from regulation department selfconstruction, service quality regulation content and the equipped measure facing to the consumers

Key words: telecommunicationsservicequality, thewholeserviceoperation, longtailtheory, regulationofservicequality