Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction

Liu Matthew Tingchi; Yan Li; Phau Ian; Perez Andrea; Teah Min

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Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction

机译：整合中国文化理念，了解员工友善，乐于助人和尊重对客户满意度的影响

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摘要

Purpose - This study aims to investigate the main and interactive effects of three employee attributes, namely, employee friendliness, helpfulness and respectfulness, on customer satisfaction in Mainland China.

机译：目的-这项研究旨在研究员工友好，乐于助人和受人尊重这三个员工属性对中国大陆客户满意度的主要和互动影响。

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来源
《European journal of marketing》 |2016年第4期|464-487|共24页
作者
Liu Matthew Tingchi; Yan Li; Phau Ian; Perez Andrea; Teah Min;
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作者单位

Univ Macau, Macau, Macau, Peoples R China;

Univ Macau, Macau, Macau, Peoples R China;

Curtin Univ Technol, Sch Mkt, Perth, WA, Australia;

Univ Cantabria, E-39005 Santander, Spain;

Curtin Univ, Perth, WA 6845, Australia;

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原文格式 PDF
正文语种 eng
中图分类
关键词
China; Customer orientation; Services marketing; Consumer satisfaction;

机译：中国;以客户为导向;服务营销;消费者满意度;

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1. The Beautiful, The Cheerful, And the Helpful: The Effects of Service Employee Attributes on Customer Satisfaction [J] . Keh H.T., Ren R., Hill S.R., Psychology & marketing . 2013,第3期

机译：美丽，欢快和乐于助人：服务员工属性对客户满意度的影响
2. Store Manager Performance and Satisfaction: Effects on Store Employee Performance and Satisfaction, Store Customer Satisfaction, and Store Customer Spending Growth [J] . Netemeyer R.G., Maxham J.G., Lichtenstein D.R. Journal of Applied Psychology . 2010,第3期

机译：商店经理的绩效和满意度：对商店员工绩效和满意度，商店顾客满意度以及商店顾客支出增长的影响
3. Market research techniques used in finding relations between customer satisfaction, employee satisfaction, skills of the service employee and effectiveness of service management. How results can be used for appropriate training of the service employee [J] . G.M. Moy Water Science & Technology. Water Supply . 1996,第3a4期

机译：市场调查技术，用于发现客户满意度，员工满意度，服务员工的技能与服务管理有效性之间的关系。如何将结果用于服务员工的适当培训
4. Shift Scheduling to Improve Customer Satisfaction, Employee Satisfaction and Management Satisfaction in Service Workplace where Employees and Robots Collaborate [C] . Takashi Tanizaki, Takeshi Shimmura, Nobutada Fujii Serviceology for services . 2017

机译：轮班计划以提高员工和机器人协作的服务工作场所中的客户满意度，员工满意度和管理满意度
5. The effects of employee service quality provision and customer personality traits on customer participation, satisfaction, and repurchase intentions. [D] . John, Jeannie Denise. 2003

机译：员工服务质量的提供和客户个性特征对客户参与，满意度和回购意向的影响。
6. Abusive Supervision Affective Commitment Customer Orientation and Proactive Customer Service Performance: Evidence From Hotel Employees in China [O] . Dexia Zang, Chang Liu, Yan Jiao 2021

机译：滥用监督情感承诺客户导向主动客户服务绩效：来自中国酒店员工的证据
7. The Effect of Permeation of Management Philosophy on the Satisfaction of Customer and Employee: An Enterprise Case Study [O] . Hiroo MATSUBA 2008

机译：管理理念渗透对客户与员工满意度的影响：企业案例研究

Integrating Chinese cultural philosophies on the effects of employee friendliness, helpfulness and respectfulness on customer satisfaction

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