关键词: 客户体验管理 , 峰终定律, 服务蓝图

Abstract:

Customer experience is not only a hot topic for quality of service (QoS) elevation of telecommunication operators, but also a present frontier subject for service management theory. Based on the custom experience management (CEM) and peak-end rule, the experience of new version bills is analyzed and the customer experience management system of telecommunication operation enterprise is constructed and service blueprint is formed. This research has important strategic significance for CEM and QoS elevation of telecommunication operators.

Key words: customer experience management, peak-end rule, service blueprint