Customer experience oriented service quality management

Author

Jian, Chen ; Wen-wang, Li ; Wen-an, Zhou ; Hai-sheng, Guo ; Zhang, Chen ; Shao-fu, Meng

Author_Institution

ZTE Corp., Beijing, China

fYear

2012

fDate

3-5 June 2012

Firstpage

298

Lastpage

301

Abstract

Realizing the close connection between Customer Experience (CE) and profitability, the communications industry has been placing more and more attention to CE and Quality of Experience (QoE). The traditional Service Quality Management mainly focusing on Quality of Service (QoS) aspect no longer satisfies service providers´ demand for taking the quality perceived by the customer into consideration. And it´s in such conditions that Customer Experience Management (CEM) has been promoted as a solution. This paper first explores a few of the key concepts of CEM in telecom industry, then the recent studies of CEM models/frameworks are presented, and finally the evaluation approaches for Quality of Experience (QoE).

Keywords

customer services; quality management; quality of service; telecommunication industry; CEM; QoE; QoS; communications industry; customer experience management; customer experience oriented service quality management; quality-of-experience; quality-of-service; telecom industry; Indexes; Industries; Measurement; Quality management; Quality of service; Telecommunications; Customer Experience Management(CEM); QoE Evaluation; QoE/CE Models/Frameworks; Quality of Experience(QoE); Service Quality Management;

fLanguage

English

Publisher

ieee

Conference_Titel

Robotics and Applications (ISRA), 2012 IEEE Symposium on

Conference_Location

Kuala Lumpur

Print_ISBN

978-1-4673-2205-8

Type

conf

DOI

10.1109/ISRA.2012.6219183

Filename

6219183