考古顾客投诉！求确认

ashleyker · 发表于 2012-12-20 18:26:51

求确认，是不是和这篇相似：

A primary finding of this research is that customer complaints have a negative impact on service personnel commitment to customer service. This provides some primary empirical support for the theoretical arguments of several authors. Although our results do not provide a direct test of the predictions of attribution and role theories, these theories can nonetheless suggest plausible explanations for this finding.

As explained earlier, customer complaints may cause role conflict as they can reflect customer expectations of employee behaviors, which may differ from management or organizational expectations of behavior. Customer service employees, in following managerial directives, are often in the unenviable position of delivering bad news to customers. Customer contact staff can become “sandwiched” between the expectations of management and the expectations of customers. This, we contend, is a major source of role conflict, which has a demoralizing effect. This was manifest in a reduction in commitment to customer service as a result of customer complaints.

A more surprising result is that higher levels of negative affectivity also reduce the negative impact of complaints on commitment to customer service. This result was unexpected and somewhat counterintuitive. Perhaps the most
plausible explanation derives from attribution inconsistencies discussed earlier. It was argued that a possible reason behind service personnel reducing their commitment to customer service in response to customer complaints is
that customer evaluations conflict with their own perceptions of the quality of service delivered. George, however, explains that individuals high in negative affectivity generally have a negative orientation to the world around them and to themselves. Thus, negative feedback may only serve to reinforce what the individual already believes. This consistency between service personnel expectations and experience may lead to complaints having a neutral effect on their commitment to customer service. This argument receives support from various authors who argue that employees are more likely to accept feedback that is consistent with their self-image and self-evaluations. Kennedy and Willcutt, for example, found that negative feedback generally had a debilitating effect on high performers but did not inhibit the performance of
underachievers.

zxfjacob · 发表于 2012-12-20 18:33:09

谢谢考古哦~

sparklelynn · 发表于 2012-12-20 18:35:56

昨天考到的柠檬V40已经确认咯：谢谢LZ 雪菲会收录到整理寂静的

以下部分有用：

a possible reason behind service personnel reducing their commitment to customer service in response to customer complaints is
that customer evaluations conflict with their own perceptions of the quality of service delivered. George, however, explains that individuals high in negative affectivity generally have a negative orientation to the world around them and to themselves. Thus, negative feedback may only serve to reinforce what the individual already believes. This consistency between service personnel expectations and experience may lead to complaints having a neutral effect on their commitment to customer service.

zxfjacob · 发表于 2012-12-20 18:44:36

昨天考到的柠檬V40已经确认咯：谢谢LZ 雪菲会收录到整理寂静的

以下部分有用：

a possible reason behind service personnel reducing their commitment to customer service in response to customer complaints is
that customer evaluations conflict with their own perceptions of the quality of service delivered. George, however, explains that individuals high in negative affectivity generally have a negative orientation to the world around them and to themselves. Thus, negative feedback may only serve to reinforce what the individual already believes. This consistency between service personnel expectations and experience may lead to complaints having a neutral effect on their commitment to customer service.

-- by 会员 sparklelynn (2012/12/20 18:35:56)

好~~check了

sparklelynn · 发表于 2012-12-20 18:50:28

耗时不到22分钟感叹一下阅读小分队的速度和CDER的无私 o(*^▽^*)o

考古顾客投诉！求确认

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考古顾客投诉！求确认