论文部分内容阅读
过度服务是目前服务业出现的一种现象,是服务企业经营者急于提高服务竞争力而产生的一种错误服务理念,是服务一线员工在错误理念指导下进行的错误服务方式。此种服务方式会使顾客产生心理压迫感、不信任感等不适,从而导致顾客对服务的不满。因此,服务性企业在提供服务时要讲究“度”的把握,培训员工根据顾客的积极性—情绪性、人格特征提供恰到好处的服务。
Over-service is a phenomenon that appears in the service industry nowadays. It is a kind of wrong service concept that service enterprise managers are anxious to improve service competitiveness. It is the wrong service mode under the guidance of wrong idea. This service will make customers feel psychological pressure, distrust and other discomfort, resulting in customer dissatisfaction with the service. Therefore, the service-oriented enterprises should pay attention to the “degree” when providing services and train the staff to provide the right service according to the enthusiasm of the customers - emotionality and personality.