快递企业员工服务接触过程中情绪感染机制研究

Research of Emotional Infection Mechanism in the Process of Employee Service Contact in Express Delivery Enterprises

随着快递行业的迅速发展,服务接触过程成为快递服务质量研究的一个新视角。文章基于服务接触理论和情绪感染理论,构建了快递员与顾客情绪感染交互模型,并在收集311份有效问卷的基础上,结合服务接触的互动情景探讨快递员与顾客之间的情绪感染机制,以及顾客人格特征在快递员情绪展示与顾客情绪展示之间的调节作用。

With the rapid development of express delivery industry,the service contact process has become a new perspective for the research of express delivery service quality.Based on the theory of service contact and emotional infection,this paper constructs an interaction model between express courier and customer sentiment infection.Based on the collection of 311 valid questionnaires,this paper discusses the emotional infection mechanism between courier and customer and the adjustment of the individual characteristics of the customer between the courier's emotional display and the customer's emotional display combined with the interactive situation of service contact.