顾客参与及其对服务人员工作满意度影响的案例分析.doc

1、题 目: 顾客参与及其对服务人员工作满意度影响的案例分析 院系名称： 专业班级： 学生姓名： 学 号： 指导教师： 教师职称： 20河南工业大学摘 要在阅读大量前人对顾客参与在服务运送系统中的重要性文章之后，发现目前顾客参与的知识尚限于顾客面及组织面之领域，并未有研究将顾客参与对员工方面的可能影响加以分析。鉴于服务性行业更能表现出顾客参与对员工方面的可能影响这个要素，本文尝试构建简单的顾客参与对员工工作满意度影响关系的指数模型，以期为第三产业的顾客参与及其对员工工作满意度影响的研究工作提供可借鉴的思路。本文由五部分组成：第一部分介绍了本文的选题背景、研究目的和意义、文献综述以及研究内容和方法。

2、第二部分是分析服务型企业中的顾客参与和服务人员工作满意度的基本框架。第三部分介绍顾客满意度指标体系和基本模型。第四部分是运用模型对实际企业山西省太原市新兴华建材公司进行顾客参与及其对服务人员工作满意度影响的案例分析。本文的研究表明：顾客参与的行为不但会提高经营者的营运绩效，并会影响顾客对服务人员工作的满意程度。因为顾客参与服务运送的过程，对组织和顾客双方面都有重要的意义。顾客满意度测评更为企业有针对性地改进产品质量、增强市场竞争力、提高经营绩效等方面提供了指导。顾客参与对于顾客本身的影响在于实际参与服务的生产过程，更加了解服务人员可以提供的服务内容，对于服务品质的期望会较为实际，有助于缩短服务

3、品质的期望和认知之间的差距，可以提升顾客对服务品质的认知，增加顾客满意度。并且满意的顾客会对组织有较高的忠诚度和承诺，可以提高顾客的再购意愿和推荐行为。此外，由于顾客和服务人员共同生产服务商品，若对服务人员的工作满意度不如预期，顾客也要负担部分的责任，较不会将服务的过错怪罪于服务人员，因而会降低顾客的抱怨行为。因此，在新兴华建材销售公司内顾客参与的行为不但会提高经营者的营运绩效，并会影响顾客对服务人员工作满意的程度。关键词： 服务人员 工作满意度 顾客参与 顾客期望 顾客满意度Title The case analysis of customer participation and its i

4、mpact on service personnel job satisfactionAbstractAfter reading lots of important article which wrote by predecessors to the customer participation in the service system discovered that the knowledge on customer participation was still restricted in the area of the customer surface organization sur

5、face at present. And it does not have the research to analysis the possibility influence of the customer participation to the workers. In view of the factor that the service business can display the customer participation to the workers possibility affects that the article attempts to construct the

6、simple exponential model on customer participation to the workers satisfaction influence relations to provide the use for reference idea for the study on the customer participation and its impact on service personnel job satisfaction in the third industry.This paper is composed of five parts: The fi

7、rst part introduced the background of the title selected, the research goal and the significance, the literature summary as well as the research content and the method. The second part is analyzes the basic structure of the customer participation and the job satisfaction of service personnel in serv

8、ice corporation. The third part introduces the index system and the fundamental model of customer satisfaction. The fourth part is using the model to do the case analysis of customer participation and its impact on service personnel job satisfaction to the actual enterprise which take the example of

9、 XinXinghua Building materials sale Company in Taiyuan city of Shanxi Province. This research of the paper indicated that the customer participation can not only enhance the proprietors business performance, and will affect the satisfaction on the customer to the work of the service personnel. That

10、because the customer participates in the process which the service ships which both has the vital significance to the organization and the customer. The customer satisfaction evaluation provide the instruction more to the enterprise improved the product quality target-oriented, to strengthen the mar

11、ket competitiveness and enhancement the business performance. The influence of customer participation to the customers themselves is that they actual take part in the service production process and understood the service content that the service personnel may provide more. The expectation of the ser

12、vice quality is more practical which is helpful to reduction the disparity between the expectation of service quality and cognition to promote the customer cognition and increase the satisfaction. And the satisfied customer will have the high loyalty and pledge to the organization which can enhance

13、the customer to buy again and the recommendation behavior. In addition, the customer should bear the part the responsibility and will not blame the mistake to the service personnel which will reduce the customer complaint behavior because of the customer and service personnel joint production servic

14、e product that if the satisfaction to the service personnel is inferior anticipated. So the customer participation behavior in XinXinghua Building materials Sale Company will not only enhance the proprietor business performance, and will affect the satisfaction degree of the customer to the work of

15、the service personnel also.Keywords： Service personnel Job Satisfaction Customer Participation Customer Expectations Customer Satisfaction目 次1 引言11.1 研究背景与问题11.2 研究的目的和意义11.3 文献综述21.4 研究内容与方法32 理论基础与本文分析框架32.1 顾客参与的含义与分类32.2 影响顾客满意度的因素42.3 顾客参与对服务人员工作满意度的影响52.4 满意度管理83 顾客满意度指标体系与基本模型93.1 顾客满意度指标体系93.2 顾客满意度指数基本模型124 案例分析134.1 研究对象-太原市万柏林区新兴华建材销售公司134.2 实证调研144.3 总结与建议15结 论17致 谢18参 考 文 献191 引言 1.1 研究背景与问题顾客参与对于顾客本身的影响，顾客因为实际参与服务的生产过程，更加了解服务人员可以提供的服务内容，对于服务人员工作满意度会较为实