基于情绪劳动理论的电商客服语音与客户满意度的影响关系研究

Research on the Relationship Between E-commerce Customer Service Voice and Customer Satisfaction Based on the Emotional Labor Theory

从情绪劳动理论出发，研究情绪劳动的表面行为对客户满意度的影响，选取音量、语速两个指标研究电商客服音量、语速与电商企业客户满意度的关系，为电商企业提高客户满意度提供参考．选取某大型电商企业240条客服电话录音样本进行分析，通过MATLAB编程计算出每一条语音的能量均值、能量差值、节拍均值、节拍差值，与语音对应的客户满意度评分进行相关性分析并构建多元线性回归模型．研究结果显示，能量均值、节拍均值会显著影响客户满意度，均与客户满意度呈反向相关关系，并且能量均值对客户满意度的影响程度大于节拍均值．

Based on the theory of emotional labor, this paper studies the influence of the surface behavior of emotional labor on job performance. We select two indicators of volume and speaking rate to study the relationship between volume and speaking rate of customer service and customer satisfaction of e-commerce enterprise. The purpose is to provide suggestions for e-commerce enterprise to improve customer satisfaction and customer service to improve job performance. This paper selects 240 customer service telephone recording samples from a large-scale e-commerce enterprise for analysis, and calculates the energy average,energy difference, beat average and beat difference of each voice through MATLAB programming and correlates with the customer satisfaction score corresponding to the voice then analyze and construct multiple linear regression models. The results of the research show that the energy average and beat average will significantly affect customer satisfaction, all have an inverse correlation with customer satisfaction and the energy average impact on customer satisfaction is greater than the beat average.