把握电信业务流程中的“服务交锋”  

Grasping "Service Confrontation" in Telecom Business Process

作　　者：薛玉林[1] 袁小明[1] 王良元[1] 

机构地区：[1]南京邮电大学经济与管理学院,南京210003

出　　处：《重庆邮电大学学报（社会科学版）》2006年第6期821-823,共3页Journal of Chongqing University of Posts and Telecommunications(Social Science Edition)

摘　　要：在简要介绍了服务交锋的来源、实质的基础上,结合对电信业务流程中服务交锋的特点及其要素之间的关系进行了分析,提出了在电信业务流程中把握“服务交锋”的思路与方法,并以实例阐述了电信服务交锋的内容特点及相关要求。Based on the brief introduction of the origin and essence of service confrontation,this article proposes the thought and method for grasping the 'service confrontation' in the telecom business process combining with the analysis of the characteristics of the service confrontation in telecom business process and the relationship of its factors.Then,it expatiates on the contents and the relevant requirements of telecom service confrontation.

关 键 词：电信企业 服务交锋 服务流程 

分 类 号：F626.5[经济管理—产业经济]