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将组织服务失败分为过程失败和结果失败,严重程度分为高和低,结合客户感知损失和负面情绪以及对组织和服务员工的满意度,建立客户针对服务员工行为意向的影响模型。对收集的305份问卷进行单因素方差分析和回归分析,结果表明:在高严重结果、高严重过程和低严重结果组织服务失败中,客户对服务员工的抱怨倾向显著增加,对服务员工的评分显著降低;在低严重过程组织服务失败中,客户对服务员工的抱怨倾向无显著变化,对服务员工的评分显著降低。
The failure of organizational service is divided into process failure and result failure, the severity is divided into high and low, combined with customer perceived loss and negative emotions and the satisfaction of the organization and service staff, to establish customer impact model for service employee intention. One-way ANOVA and regression analysis of the 305 questionnaires collected showed that among the service failures of high-severity, high-severity, and low-severity outcomes, the complainant tended to significantly increase the number of service employees who complained about service staff scores Significantly lower; in the failure of low serious organizational services, customer service staff complain about no significant change in tendencies, significantly reduced the score for service employees.