3rd International Conference on Logistics, Informatics and Service Science (LISS)
会议时间：
AUG 21-24, 2013
会议地点：
Beijing Jiaotong Univ, Sch Econ & Management, Reading, ENGLAND
会议主办单位：
Beijing Jiaotong Univ, Sch Econ & Management
会议赞助商：
Beijing Jiaotong Univ, Int Ctr Informat Res, Univ Reading, Henley Business Sch, Informat Res Ctr, China Ctr Ind Secur Res, Natl Nat Sci Fdn China, K C Wong Educ Fdn, Springer Publisher
This article adopts the method of critical incident technique (CIT) to analyze the impacts of employee responses (active\passive) and degree of effort (high\low) to customer satisfaction. The results show that: (1) even if the compatibility management fails, employees' active reaction have a positive effect on customer satisfaction still and it can be lead to higher satisfaction than employees' reactive; (2) when employee react actively, degree of...
