The Research On The Theory Of Equilibrium Service And The Application In Telecom Operators

For a time, making service promise and following the countermeasures of service consistency, diversity and convenience to cope with right now the problems that operators'income do not increase with the rise of service quantity and ARPU is decreasing year by year. For a time, service is considered that it cannot be produced as equilibrium product. Ctrip, however, has executed the 6-Sigma theory to the field of service and set the goal of producing service as manufacturing enterprises do. It divides the service process of call centre into concrete parts which can be evaluated. In light of this, this paper thinks equilibrium service is not only possible but beneficial to the proper arrangement of resource and long development. In the field of telecom operation, equilibrium service is seriously ignored, especially in the point of rate, quality, cost, form and superposition for service. Therefore, the research for this paper is necessary.After abundant literature review, this paper proposes that the theory source of equilibrium service is the integration of general equilibrium service, game equilibrium service, service quality difference model and dynamic competition theory. Through deeply research on such theories,. this paper constructs the theory frame and core factors of equilibrium service, which are service anticipation, service competition and service competence. In order to deeply learn the condition of equilibrium service in China, on the base of theory research, the paper designed questionnaire in the way of deeply interview and expert discussion. After the questionnaire selection and statistic analysis, this paper concluded the problems.for equilibrium service. In light of the problems in equilibrium service, this paper explained the themes of this research, which are service anticipation, service competition and service competence in the views of concept definition, classification and effective factors. According to equilibrium service model, this paper classified the equilibrium service into two groups on which researches on equilibrium service strategy in telecom operators were taken. This paper came up with different strategies and defined the application scopes to make sure the feasibility and smooth operation of those strategies.