摘要
国外学者早在1990年就提出了员工对客人的共情性越高,客人对企业的满意度就越大的观点。在饭店服务中,客人越来越关注的是服务过程中服务人员的服务态度、共情能力等软件设施。共情服务的本质含义是设身处地地为客人着想。本文将探讨共情与横向和纵向整体化服务中服务质量的关系。共情性是评估服务质量的5项标准之一。
Recently, during the process of visiting, visitors are concerned with having a pleasure experience and high service quality. Assistants supply the considerate, careful and empathy service from the lateral and vertical view. The essence of the empathy service is caring, individualized attention the finn provides to its customers. Empathy is one of the five standards in service quality.
出处
《北京第二外国语学院学报》
2006年第1期79-84,共6页
Journal of Beijing International Studies University
关键词
共情
服务质量
empathy
service quality
