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1.角色模糊:在服务工作中,如果管理人员不及时给员工传递信息,员工就不清楚管理人员对自己的要求,他们的自信心、工作满意感和适应能力就会降低,这必然会导致服务质量下降。员工的工作满意感会对顾客感觉中的服务质量产生极大的影响。满意的员工更乐于帮助顾客,能以更良好的服务态度为顾客提供优质服务。 2.角色冲突:管理人员和顾客对员工有不同的期望。员工按照管理人员规定的服务程序和服务方法去做,可能会引起顾客的不满。如果员工认为自己应为顾客提供优质
1. Role ambiguity: In the service work, if managers do not transmit information to employees in time, managers are not clear about their own requirements. Their self-confidence, job satisfaction and adaptability will be reduced, which will inevitably lead to Decreased service quality. Employee job satisfaction will have a great impact on customer service quality. Satisfied staff are more willing to help customers, with a better service attitude to provide customers with quality service. 2. Role conflict: managers and customers have different expectations of employees. Employees in accordance with the provisions of the management procedures and service methods to do service may cause customer dissatisfaction. If employees think they should provide customers with quality