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服务交付时企业主动交互对顾客情感和行为意向的影响
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作者 陈国平 钱梦雨 陈思熠 《生产力研究》 2022年第10期1-7,F0003,共8页
服务交付质量研究逐渐从关注企业在服务失败后被动性交互的服务补救,发展到一开始就预防服务失误发生的主动性交互行为。旨在比较服务交付情境下企业员工主动性交互与被动性交互对顾客情感及行为意向的影响差异。基于社会交换理论和积... 服务交付质量研究逐渐从关注企业在服务失败后被动性交互的服务补救,发展到一开始就预防服务失误发生的主动性交互行为。旨在比较服务交付情境下企业员工主动性交互与被动性交互对顾客情感及行为意向的影响差异。基于社会交换理论和积极情感理论,构建了服务交互类型对顾客行为(意向)影响的研究模型。采用两个2×2情景模拟实验对模型进行验证,结果表明:(1)服务交付时主动交互比被动交互更能带来更高水平的顾客积极情感、重购意愿和正面口碑;(2)顾客积极情感对重购意愿和正面口碑有正向影响,且在交互类型对顾客行为意向的影响中具有部分中介作用;(3)关系质量在交互类型对顾客积极情感的影响中起到调节作用;(4)交互联系人利他/利己动机在交互类型对顾客积极情感的影响中未能起到调节作用。文章对于丰富和发展服务交付理论和实践具有重要意义。 展开更多
关键词 服务企业 主动性交互 顾客积极情感 顾客行为意向 关系质量 联系人动机
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From Xu to the Development of L2 Interactional Competence: A Conversation Analytic Case Study 被引量:7
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作者 Mei YANG Xiaofei LU 《Chinese Journal of Applied Linguistics》 2021年第3期273-291,430,共20页
Dialogues are fundamentally driven by xu(C. Wang, 2016, 2017), a Chinese word meaning continuation that captures the process in which interlocutors participate in interaction through the actions of(utterance) completi... Dialogues are fundamentally driven by xu(C. Wang, 2016, 2017), a Chinese word meaning continuation that captures the process in which interlocutors participate in interaction through the actions of(utterance) completion,(content) extension, and(topic) creation(CEC). This article reports a conversation analytic case study designed to investigate how the continuation strategies of CEC are used in real-time communication to achieve mutual understanding, and thus to construct intersubjectivity(Verhagen, 2005) and promote the development of second language(L2)interactional competence. Our data consisted of audio and video recordings of a 25-minute conversation between two L2 English speakers, one expert and one novice, and a stimulated recall interview with them. Results revealed that the expert employed CEC at the early stage of interaction to maintain successful communication, and the novice gradually aligned with the expert and used CEC to achieve mutual understanding, construct intersubjectivity, and create opportunities for interaction and learning at the late stage, displaying her development of L2 interactional competence. Our findings have useful implications for theoretical and methodological development of the xu-argument studies as well as for xu-based L2 pedagogy. 展开更多
关键词 the xu-argument INTERSUBJECTIVITY interactional competence continuation strategies conversation analysis
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