دانلود رایگان مقاله لاتین استفاده از زبان کارکنان خدمات از سایت الزویر
عنوان فارسی مقاله:
کارمند سرویس معتبر: استفاده از زبان کارکنان خدمات برای تجربه خدمات معتبر
عنوان انگلیسی مقاله:
The authentic service employee: Service employees' language use for authentic service experiences
سال انتشار : 2016
برای دانلود رایگان مقاله استفاده از زبان کارکنان خدمات اینجا کلیک نمایید.
بخشی از مقاله انگلیسی:
2. Literature review
2.1. Defining the customer experience The concept of the customer experience goes back to customers' overall impressions of their consumption experience (Holbrook & Hirschman, 1982) and the customer's role in the service context is an integral part of service research from its very beginnings (Eiglier & Langeard, 1976; Grönroos, 1978; Shostack, 1977). Service researchers recognize the importance of the customer in the service, as the service depends on the dyadic interaction between the customer and the service employee (Shostack, 1984; Surprenant & Solomon, 1987). In this understanding, the service encounter becomes a co-created interaction between the customer and the service provider (Grönroos & Voima, 2013; Payne, Storbacka, & Frow, 2008; Vargo & Lusch, 2004). In addressing this interaction, service research tends to focus almost exclusively on the customer's role in the interaction as well as on the customer's perception (Heinonen et al., 2010; Helkkula, Kelleher, & Pihlström, 2012; Holmqvist, Guest, & Grönroos, 2015). Recently, some service researchers even remove the service employee outright, focusing on collective customer experiences (Carù & Cova, 2015) where interactions between customers play an important part, and where customers can co-create value between themselves in the service context (McColl-Kennedy, Cheung, & Ferrier, 2015; McColl-Kennedy, Vargo, Dagger, Sweeney, & van Kasteren, 2012; Vargo & Lusch, 2011). The authors recognize that the role of the customer is crucial in service encounters, but agree with Homburg et al. (2015) who underline that the service employees have an important role to play in the customer experience. Incorporating findings from the field of human resources, the authors agree with Yagil and Medler-Liraz (2012) that service employees can have both a personal and a professional identity
برای دانلود رایگان مقاله استفاده از زبان کارکنان خدمات اینجا کلیک نمایید.
کلمات کلیدی:
Managing Employee Attitudes and Behaviors in the Tourism and ... https://books.google.com/books?isbn=1590336305 Salih Kusluvan - 2003 - Business & Economics In empirical terms, many studies also suggest that employee attitudes and behaviors ... For example, examining the cases of a highway transportation service, a store ... In a study of restaurant, airline and hotel employees, Bitner, et al. ... it was found that service provider performance (authentic understanding and provision ... [PDF]Student Employment Policy Manual '16 (14671 ... - OSU Dining Services https://dining.osu.edu/posts/documents/employmentmanual-au16-2.pdf delivering authentic service and extraordinary food. We are committed to: ... Congratulations on receiving employment with Dining Services – we're happy that ... Services Marketing Management - Page 122 - Google Books Result https://books.google.com/books?isbn=1136366784 Peter Mudie, Angela Pirrie - 2012 - Business & Economics 0 Some advocates of the 'service is theatre' proposition observe that: To many ... mouthed by the employees of many service businesses is woefully insincere. ... of honest actors and authentic performances.43 It is not clear whether in calling for ... others (customers), the front—line service employee also fools him/ herself. The SAGE Handbook of Social Marketing https://books.google.com/books?isbn=144625447X Gerard Hastings, Kathryn Angus, Carol Bryant - 2011 - Business & Economics Employee service behaviours Consumers may encounter a wide range of ... the positive aspects of 'authenticity' in staff behaviour (Price et al., 1995; Winsted, ... 5 traits of the perfect customer service employee | Zendesk https://www.zendesk.com/blog/5-traits-perfect-customer-service-employee/ Sep 9, 2016 - This article will take a look at some of these common character traits that set fantastic customer service employees apart.
