The Influence Of The Mental Models Of Telecommunication Grass-roots Employee To The Service Quality

In the service sector, the interaction process between employees and customers is an important way to realize the customer value, in this process, the behavior of employees will affect customer evaluation of service quality and customer relationship. And the employee’s behavior is determined by their mental models. Therefore, how to study the basic behavior of employees on the view of mental models, to study its influence on the quality of service, has the vital significance.With the deepening of the reform and opening up, the China’s telecom industry as an indispensable force in the service sector has taken place the functional huge changes in the past30years. The China’s telecom industry is growing at an unprecedented speed and has made remarkable achievements. Among them, the mobile telecommunications market as the most active market, has aroused extensive attention. Therefore, this article choose Hunan Unicom Company as the research object, has a strong practical significance.First of all, based on the current situation of the development of mental model theory, this paper presents the research background and significance of telecoms grassroots employees’mental models. On this basis, this paper determines the main research contents and methods, and draws the frame structure outline of the whole article. Secondly, through a systematic research about the related literature of the mental models and the service quality, proposing the composition of mental models which based on the dynamic view, and analyzing the mechanism that the grass-roots staff mental models how to affect the quality of service. What’s more, making the corresponding assumptions, which constitute the overall hypothesis system about the relationship between the grass-roots staff mental models and the service quality. Finally, taking the telecoms companies as empirical research object, through issuing questionnaires, using the related system software and equation model, make a system empirical research and a discuss about the relationship between the grass-roots staff mental models and the service quality from the perspective of descriptive statistics analysis and correlation analysis. The result shows that:the telecom grass-roots staff mental models of knowledge system and service quality has significant positive correlation; however the relationships between the telecom grass-roots staff mental models of belief or improve system and service quality are not significant. Based on the above results, this paper puts forward the management measures about how to optimizing grass-roots staff mental models in order to improve the quality of service from the individual level and organizational level.