服务员工与顾客情绪互动对员工服务决策影响的多案例研究

The Multi-Case Study on the Influence Mechanism of Service Employee-Customer Emotional Interaction on Employee Service Choice

在现代服务业中,服务员工与顾客之间的情绪互动是影响顾客感知服务质量的核心因素。研究基于六家服务企业的人力资源管理实践,对服务员工与顾客的情绪互动对员工服务决策选择的影响进行了探索性的案例研究。研究发现服务员工存在四种服务决策:竭诚服务、关照服务、假面服务和冷面服务服务员工与顾客的情绪互动对员工上述四种服务决策选择会产生影响。并且,研究进一步提炼出影响员工服务决策的人力资源管理实践因素,并深入解析了人力资源管理机制导向对员工服务决策的影响作用,为如何从人力资源管理的角度提高员工的服务质量提供了建议。

In modern service industry,the emotional interaction between service employee and customer is one of the most important aspects of service and the key influencing factor of customer perceived service quality.Based on human resource management practice in six sample service companies,the study has done an explorative case study on the influence mechanism of service employee-customer emotional interaction on employee emotional labor choice.Based on coding,the study summarized four service employee emotional labor choices:wholeheartedly service,special consideration,surface service and stern-faced service and human resource management practice that influences employee’s emotional labor choice.We also analyzed the influence of human resource management system on employees’emotional labor choice and provided practicalim plications forim proving service quality from the perspective of human resource management.