过度服务对顾客满意影响的理论研究——以餐饮服务业为例

The Exploratory Study of the Impact of Excessive Services on Customer Satisfaction-the Food and Beverage Service Industry,for Example

过度服务是目前服务业出现的一种现象,是服务企业经营者急于提高服务竞争力而产生的一种错误服务理念,是服务一线员工在错误理念指导下进行的错误服务方式。此种服务方式会使顾客产生心理压迫感、不信任感等不适,从而导致顾客对服务的不满。因此,服务性企业在提供服务时要讲究"度"的把握,培训员工根据顾客的积极性—情绪性、人格特征提供恰到好处的服务。

Currently excessive service as a kind of phenomenon is appearing in the service industry,which is the result of the wrong service concept of eagering to improve service competitiveness by service enterprises’ operators,which is also a wrong service manner under the guidance of the wrong service idea.This kind of service style will make customer produce a feeling of psychological oppressive,distrust and so on,thus leading to customers’ dissatisfaction to the service.Therefore service enterprises should pay more attention to the ＂degree＂ when providing service,and train staff to provide the proper service according to customers’ enthusiasm-emotional and personality characteristics.