Customer Expectations Theory In Enterprise Applications

John·Taufle who is a famous futurologist point out that service business is the third revolution of mankind's society. We have already faced to coming of"the service Economy"ages.Service quality depends on comparison between expectant quality and actual quality.Service quality belongs to subjective category.So the high or low of service quality depends on customer expectation greatly. Service enterprise in china what should one do? The writer think that service enterprise in china need to consider expectation from customer relationship angle.Ⅰ,Theme,Structure and Main idea Thesis is a study on customer expectation management.In the text, the writer overview the related theories of the customer expectation, analyzed some shortage of service enterprise in China in customer expectation management aspect and put forward correspond improvement way of thinking, combine the case of A company in the telecom industry to discuss the service enterprise how to carry out the customer expectation management.The full text is divided into 5 chapter.ChapterⅠIntroduction, elaborated the reason,meaning of this selected works and study the way and method, clarify textual research way of thinking, generalize the textual logic structure and other explain of related problem.ChapterⅡis customer service quality expectation theories overview.The customer service quality expectation theories studies begin from 70's in 20 centuries on abroad.Its main contents includes aspects, such as type,layer,characteristic of the customer expectation and the dynamic state of the customer expectation etc.This part provided the theories basis for chapterⅣcontents of the writer.ChapterⅢis service enterprise customer expectation in China to manage present condition analysis.At this part, the writer compared analysis to tally up service enterprise in China completely to expect in the customer first manage aspect some successful experience for obtain, but...