【摘要】 笔者从员工与顾客互动的视角,通过收集美容美发服务情景中的员工和顾客双边数据,研究了服务导向对融洽感知和顾客满意的影响及作用机制。研究发现员工服务导向对融洽感知和顾客满意存在直接影响,员工服务导向还通过服务互动和感知融洽等链式中介机制间接影响顾客满意。研究结论有助于改善服务管理与营销实践。更多还原

【Abstract】 This paper studied the effect of service orientation on rapport and satisfaction and its influencing mechanism by collecting bilateral data from hairdressing service situation. It is found that employee service orientation has a direct impact on the rapport and satisfaction,and it has an indirect impact on satisfaction through service interaction and rapport. The findings are helpful to improve service management and marketing practices.更多还原