Telecom Operation Services Based On Customer Value Innovation System Research

Rapid development of service,as well as contemporary service-based economic world has become an irresistible trend.Service sector plays an important role in a country's economy.International competitiveness in the future largely depends on the strength of the service industry.In recent years,the development of service industry in our country is in the ascendant. However,compared with the developed countries,there still exists sizable disparity on industry foundation,realistic scale and development level of the service. Researchers have realized service innovation is basic outlet to implement development of service.Service innovation research should become one of the key research fields in the service industry of our country in the future.This dissertation summarizes the former research results and explains basic concept, integrated models and evaluation index system.Author creatively highlights customer value-oriented service innovation,and narrows the study scope to telecom operation enterprises,in order to establish service innovation system for such industry.The customer value-oriented service innovation strategy considers outstanding customer value as starting point and goal,and focuses on improving customer perception revenues and reducing customer perception costs in order to obtain customer loyalty, establish long-term and stable relations,and gain competitive advantages.The dissertation demonstrates the relationship between customer value and customer loyalty and the business profitability,gives quantitative evaluation of customer value with Fuzzy Subsets Assessment,and considers the assessment results as the evaluation index of service innovation performance.The dissertation finally introduces the service innovation activities of Zhejiang Unicom.