Modeling and Empirical Study on Management of Telecommunication Customer Expectation

Although company's spending on marketing keeps rising, customer's expectation also becomes higher, which results in the improvement of customer satisfaction rate become more and more difficult. This paper analyzes the key constitutive factors and influencing factors of telecommunication customer expectation and builds a telecommunication customer expectation management model including constitutive regression model and influencing model. It explores the influencing mechanism of telecommunication customer expectation according to the regression coefficient of constitutive model and path- coefficient of influencing model based on empirical study. Combined with the analyzed results of the model, finally the paper put forwards proposals for telecommunication operators on effective management of customer expectation.