In order to test the validity of the “framing effect” in the service customization, in the context of telecom service, the consumers’ decision-making process under “addictive” frame and “subtractive” frame is studied, and the differences of consumers’ choice in the service customization under the two kinds of frame modes are analyzed On the basis of that, the differences of the business attributes, as well as the differences of the difficulty, pleasure, expected regret and satisfaction of the consumers’ decision-making process are analyzed The experimental results show that by the influence of loss aversion, business attributes and other factors, there are obvious preference differences in the service customization under different frame modes Meanwhile different frame presentation will lead to differences in consumer decision-making mechanism Results of empirical analysis of data collected during the telecom service customization process confirm that the process is win-win for both businesses and consumers under “subtractive” frame, thus contributing to better business practice of the “subtractive” option framing mode