英语翻译The three major categories (service delivery failures,sp
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英语翻译
The three major categories (service delivery failures,special needs and requests,unprompted employee actions) have been shown to be robust and valid across different industries,such as auto care/repair,financial services,educational services,health care,real estate,retail setting,information technology help desks,and the gaming industry,and across respondents:the employee’s perspective as opposed to the customer’s perspective.The subcategories,however,have been different and context-dependent.
Heckman and Guskey suggested that the scope of two of the categories developed by Bitner and colleagues should be extended.In their view,customer situation before the encounter is a more general and more inclusive category than customer special needs and requests.They also suggested that the employee characteristics and behaviors category is a more general and a more inclusive form of the unprompted employee action.
The three major categories (service delivery failures,special needs and requests,unprompted employee actions) have been shown to be robust and valid across different industries,such as auto care/repair,financial services,educational services,health care,real estate,retail setting,information technology help desks,and the gaming industry,and across respondents:the employee’s perspective as opposed to the customer’s perspective.The subcategories,however,have been different and context-dependent.
Heckman and Guskey suggested that the scope of two of the categories developed by Bitner and colleagues should be extended.In their view,customer situation before the encounter is a more general and more inclusive category than customer special needs and requests.They also suggested that the employee characteristics and behaviors category is a more general and a more inclusive form of the unprompted employee action.
三大类(服务失败,有特殊需要和要求,员工自发的行动) ,已显示出强劲和有效跨越不同的行业,如汽车护理/维修,金融服务,教育服务,医疗保健,地产,零售设置,信息技术服务台,以及游戏业及整个答卷:雇员调价角度反对顾客调价...
英语翻译The three major categories (service delivery failures,sp
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