作业帮 > 英语 > 作业

英语翻译The three major categories (service delivery failures,sp

来源:学生作业帮 编辑:作业帮 分类:英语作业 时间:2024/03/29 09:29:38
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.
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...