服务企业“顾客—员工关系”问题研究

Study on the Relationship between the Customer and the Staff of the Service Enterprise

针对服务业的特点,对服务业普遍存在的顾客—员工关系问题进行了论述,对顾客—员工关系概念进行了界定,分析了顾客—员工关系形成的影响因素。

In the light of the characteristics of service trade, this paper discusses on the relationship between the customer and the staff existing widely in the service trade, defines the concept of the relationship between the customer and the staff, and analyzes on the factors influencing the generation of the relationship between the customer and the staff.