关于如何减少顾客在通信行业营业厅等候时间的调查研究  

Investigation of reducing customers' waiting time in the business hall of communication industry

作　　者：王姝[1] 吕超[1] 

机构地区：[1]浙江邮电职业技术学院管理与信息系,浙江绍兴312016

出　　处：《长沙通信职业技术学院学报》2011年第3期30-33,共4页Journal of Changsha Telecommunications and Technology Vocational College

基　　金：2009年浙江省大学生科技创新活动的立项项目"电信营业厅减少顾客排队等候时间的策略研究"(项目编号:2009R448001)的阶段性研究成果

摘　　要：近年来通信行业迅猛发展,客户规模的扩增速度同营业厅处理业务能力的矛盾愈显突出,营业厅排队等候现象愈发严重,如何减少顾客在营业厅的等候时间,提高用户的满意度是三大运营商需要迫切解决的问题。文章通过对绍兴市三大运营商的的实地调查走访,提出相关改进建议,以供参考。With the rapid development of the communications industry in the recent years, the contradiction between the amplification speed of the customer scale and the handling abilities to the services is prominent. Waiting in a queue in the business hall has become more and more severe. How to reduce the waiting time and improve the satisfaction of the customers has become the urgent problem for the three operators. Through the site investigation to the three operators in Shaoxing, this paper puts forward some reform suggestions for reference.

关 键 词：营业厅 客户 等候时间 减少 措施 

分 类 号：F626[经济管理—产业经济]