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 study adopts the methods of critical incident technique (CIT) and interview to analyze the service workers' responses (active and passive) and the degree of effort (high and low) influence on customer satisfaction under the situation of successful compatibility management. The results show that: (1) workers' active responses have a positive effect on customer satisfaction and it is better than the passive responses; (2) the degree of employees' effo...
