[悦读] 伍月肆日悦读寂静整理（共52只，5/30-23:20更新）

泾渭不凡

辛苦~~~赞LZ会亲自整理精简版本的JJ的想法~~~辛苦辛苦~~~

浅浅123

同是悦读短板 真心谢谢LZ

1107093533

gjjhgghujgghhgghugvhhyh

floraxue2011

多谢楼主啦

irenechl

楼主，sandwiched empoyees 的考古还有一段，你漏掉了啊。。
原文类似物搜索 BY smater345
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 (e.g., Blancero and Johnson 2001; Piercy
1995). 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
(Rizzo, House, and Litzman 1970). Customer service employees,
in following managerial directives, are often in
the unenviable position of delivering bad news to customers
(e.g., notification of stock outs, inability to accept returned
goods). Customer contact staff can become “sandwiched”
between the expectations of management and the

expectations of customers (Bell, Mengüç, and Stefani
2004). 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 resultwas 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 (1992),
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 selfevaluations
(Fedor 1991; Ilgen, Fisher, and Taylor 1979).
Kennedy and Willcutt (1964), for example, found that
negative feedback generally had a debilitating effect on
high performers but did not inhibit the performance of
underachievers

考古来自今年6月份机经待确认
V1  yizhutou1 7/1 Cuiever 710
第一段消费者的Complain 影响了消费者对公司的信任。而客服人员有时候擅自deny一些complain也会恶化customer relationship。
第二段客服人员的negative affectivity(na)和positive affectivity(pa)的问题。有人觉得有pa的客服人员会reduce这种不好的customer relationship的影响，而有na的客服人员会更加加深这种不良关系。作者不认同第二种说法(na更加损害关系) 作者觉得有na的人本身看世界就比较消极所以遇到这种不好的relationship 也会归咎为是世界黑暗而不是损害和消费者的关系。
V2  Mmo3333 v34 7/11
跟狗里的不太一样，这篇主要讲customer 由于某种原因不愿意complain客服人员，这个原因好像是怕对客服人员造成不好的影响，但不complain又对公司有negative的影响，使得公司没有办法评估自己的服务系统。
其中有一个问题问得是公司如何做可以使得customer放心的complain，我选的是一个公司应该让customer 知道complain 对客服人员没有不好的影响

新增考古 yandong1208 待确认
V1
讲的是顾客complaints还有员工的recommend，这篇我以前绝对做过，实在想不起来在哪做过了。第一段就是说，conflict的产生是由于expectation of什么 and expectation什么的。（这是一道题的答案）第二段就说，员工的high activity能减少什么，然后negative能增加，但是negative的那个观点没有观点证明（这个有道细节题）。然后后面说了什么我真不记得了
43.3还有一篇讲customer service对于customer complain的反应，第一段讲customer complain影响customer service employee的commitment，说customer service employee就像一个sandwich一样夹在customer demand和manager demand之间（这里有题）。第二段讲科学家做了一个hypothesis，如果是high positive a（a开头的单词不认识，就叫他PA好了）的员工，那个customer complain 的negative effect的影响就会decrease，如果是high negative a（简称NA）的员工，那个customer complain 的negative effect的影响就会increase。但是实验结果只支持第一个hypothesis，不能支持第二个（有题）。提出了一个解释就说因为NA的员工的世界观就是很negative啊，他们对于complain这种负面的东西已经习惯了，所以面对customer complain态度就比较neutral。

-- by 会员 1107093533 (2012/5/10 20:46:15)

多谢指正，已添加~

cassiejing0824

请问~打星星*是啥意思呀~~

蘑菇小笙

THX SO SO SO SO SO SO SO MUCH!~

bjtu

Hi, irenechl：我对36题Anchoring Effect(锚定效应)进行考古，有所斩获，如下：
by shire 2011.4.6
第一段说，有个科学做了个实验。说找一波人，分两组，先随机给个数10，然后问他们非洲国家站联合国的几分之几啊。大家觉得10%太少，估计是25%吧。然后给另一组人一个随机数60。大家觉得太多，估计是45%吧。虽然大家都知道数字是随机给的，但是大家对未知数字的估计强烈地受到了这个无关数字的影响。这就叫锚定效应。
第二段给了几个锚定效应的例子。说一个人在房价高的城市习惯了，然后他来到房价低的城市就会多给钱（大概是这个意思）。还有就是房屋中介怎地怎地。
文章比较简单，问题也比较简单。
背景：其实第一段做的实验真有其事。这个实验发现的现象给传统财务，金融学带来重大的挑战。传统学说里认为人是理性的，但是经济学家通过一系列实验证明人不是理性的。因此发展出列一个新的分支叫行为金融学。这门学问用来解释现实中的，不理性的人的决策方式。大家感兴趣的话可以在考后翻看卡尼曼和特沃斯基等人的论文。卡尼曼由于开拓了行为金融而获得了诺贝尔经济学奖。
by 甜你一口 2011.4.13
文章分三段，第一段就是那个关于联合国里有多少非洲国家的例子。之后一段大致讲了一下这是个心理学的现象，第三段又举了其他例子，那个从贵的地方搬到便宜的地方会出高价，房地产商如果定低价会让客户觉得质量不如别的好，还有就是法官的判词长度受被害人的呈词长度影响。

amaibaobao

我有个想法：悦读原始稿我会做到尽量详尽。等寂静比较多了以后，我再整理一个精简版放上来，帮时间紧张的童鞋节约点时间，不知大家觉得这样怎么样？盼回复盼意见~

LZ太好了！！！！！强烈支持！！6.1下午五点一站，这两天开始备考的人热情呼吁！就是要辛苦楼主啊！

missJ

谢谢！