期刊论文

中文

经济经纬

1006-1096

2016

33

3

114-119

10.15931/j.cnki.1006-1096.2016.03.021

国家自然科学基金项目(71172001) 湖南省高校创新平台开放基金项目(20120081) 湖南省研究生科研创新项目(CX2014B383)

本校为第一机构

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。

This paper studied the effect of service orientation on rapport and satisfaction and its influencing mechanism by collecting bi-lateral data from hairdressing service situation. It is found that employee service orientation has a direct impact on the rapport and satis-faction, and it has an indirect impact on satisfaction through service interaction and rapport. The findings are helpful to ...