近年来,随着科学技术的发展与通信能力的不断提高,我国邮电服务质量水平总体上是稳步上升的,群众用邮难、用电难的矛盾开始有所缓解。但是,随着社会经济全面走向市场,邮电通信面临更加广泛而猛烈的冲击。面对日趋激烈的市场竞争,我们迫切需要更新观念,对邮电服务质量管理进行再认识;研究 In recent years, with the development of science and technology and the continuous improvement of communication capabilities, the quality of postal and telecommunications services in our country has generally risen steadily. The contradictions among the people in using mail-order and electricity-using difficulties have eased somewhat. However, with the social economy going to the market in an all-round way, postal and telecommunications are facing a broader and drastic impact. Faced with increasingly fierce market competition, we urgently need to update our concepts and re-understand the quality management of post and telecommunications services. Research