Customer experience oriented service quality management

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).