现代邮政行业面临一个新世纪的重大课题,即利用信息技术拓展邮政业务和新渠道,维系新老客户对邮政服务的满意度和忠诚度,挽救因互联网冲击而日渐衰微的邮政服务业。辽宁省邮政局的185客户服务中心系统的开通,就是传统邮政向现代邮政服务转换的典型历 The modern postal industry is facing a major issue in the new century. It uses information technology to expand postal services and new channels, maintains the satisfaction and loyalty of new and old customers to the postal service and saves the postal service industry that has been declining due to the impact of the Internet. The opening of the 185 customer service center system of Liaoning Provincial Post Office is a typical calendar of the traditional postal service to the modern postal service