中文摘要：

服务接触过程及其提供的客户体验形成了电信服务竞争力．基于eTOM的标准框架和流程思路，从客户感知质量分析出发，重构电信服务接触过程，并将之分解为网络产品设计、营销服务、开通安装、维护修障、服务计费等5个主要接触点，进行服务接触点与客户感知质量的相关分析，找出影响服务竞争力的关键因素，建立了服务竞争力的评价指标体系．基于上述分析，提出了提升电信服务竞争力的几条措施．

英文摘要：

Service contact process and customer experience form telecom service competitiveness. Based on eTOM＇ s normal structure and flow process idea, it reconstructs the service encounter process from the aspect of quality experienced by customers, and decomposes service encounter process into 5 main encounter points, such as net products design, marketing service, fulfillment, assurance, billing. It finds the critical factors of service competitiveness by the correlational analysis of service contact points and quality experienced by customers. It builds up the evaluation index system of service competitiveness. At last, it ~ives some measures to improve telecom service competitiveness.