| Author: | 孫俊彥 |
| Title: | 影响电信业务开发的关键成功因素 Ying xiang dian xin ye wu kai fa de guan jian cheng gong yin su |
| Other Title: | Critical success factors that influence customer value in telecommunications services |
| Degree: | D.B.A. |
| Year: | 2005 |
| Subject: | Hong Kong Polytechnic University -- Dissertations Telecommunication Consumer behavior |
| Department: | Graduate School of Business |
| Pages: | x, 101 leaves : charts ; 30 cm. |
| Language: | Chinese |
| Abstract: | With the series of telecom innovations in the past few years, China telecom market has formed the competition structure called "four-big and two-small", in which each telecom carrier suffers furious competition in every field of telecom service. As to telecom carriers, the difference of communications quality and services quality is gradually reducing, the control of market is shifting from enterprises to customers, the telecom market is on the verge of era of customers-focus, in which the unique strategy weapon possessed by enterprises is creating and delivering outstanding customer value. Customer value is regarded as the researching object of this paper, and finding the factors that influence telecom customer value is the purpose of this paper. By defining the dimension of factors that influence telecom customer value, the paper finds out the critical factors that influence telecom customer value. There are still no literatures taking research on telecom customer value, therefore, the paper amends and clears up the method which are employed to measure Internet Commerce customer value by Keeney in 1999 and Gholamreza & Gurpreet in 2002 respectively. Based on this, the paper brings forward researching framework of telecom customer value, gives many times of interviews and questionnaires to customers, and then takes factor-analysis on the basis of investigation data, finally picks up twelve means objectives of Critical success factors and five fundamental objectives of Critical success factors. Customer value is the one of most popular researching subjects in the field of marketing in the past two decades; however, it hasn't formed integrated theory mechanism. The paper compares the Critical success factors of telecom customer value to existing researching fruits on customer value, analyzes price, quality, continuity of telecom services and the influences to the success of telecom services imposed by costs of other customers, finally indicates the influence imposed by customer costs and quality is far beyond the price of telecom services. |
| Rights: | All rights reserved |
| Access: | restricted access |
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| File | Description | Size | Format | |
|---|---|---|---|---|
| b23554976.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 7.65 MB | Adobe PDF | View/Open |
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