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服务企业情感管理的人力资源策略研究 被引量:5

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摘要 服务人员的情感性劳动会对服务过程中的人际互动关系、服务交付质量、顾客及服务人员自身的情感体验产生重要影响。文章试图从人力资源开发与管理的视角,对服务企业管理情感性劳动的意义、途径和政策进行初步的探讨。
作者 何建华
出处 《生产力研究》 CSSCI 北大核心 2007年第12期127-129,共3页 Productivity Research
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参考文献11

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二级参考文献10

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同被引文献25

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二级引证文献3

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