shaping customer satisfaction笔记
商务英语的BEC课堂笔记之Unit4(2)
商务英语的BEC课堂笔记之Unit4(2) What is public relations ？什么叫公共关系？The benefits of good PR 良好公共关系的益处词汇准备public image 公众形象advertising campaign 广告宣传活动pany values 公司价值观dealership 商品经销特许权，特许经销商point-of-sale 销售网点showroom 展示厅manufacturing plant 制造厂image 形象pany image 公司形象up-to-date 现代的survey 调查product launch 产品press coverage 报界对…的报道customer satisfaction survey 顾客满意程度调查motoring magazine 汽车杂志display 陈列品venue 地点invitation 邀请函freelance journalist 自由撰稿人information packs 资料袋advance preparation 预先准备senior executive 高级主管itinerary 路线，旅程brief 简介management staff 管理人员听力训练①. listening : Eilish O’shea, Public Relations Manager at Skoda UK, talks about her job. Before you listen, decide whether the following are the responsibility of the PR or Marketing Department at Skoda. 斯柯达英国公司的公关经理艾丽茜欧希谈论她的工作。
听之前，先判断以下各项在斯柯达英国公司是属于公共关系部还是销售部的职责。
如何看待服务问题英语作文
如何看待服务问题英语作文Title: Addressing Service Issues: Strategies and Perspectives。
In contemporary society, the quality of service plays a pivotal role in shaping customer satisfaction and loyalty. However, service issues are inevitable and can arise due to various reasons, ranging from miscommunication tologistical challenges. This essay aims to explore how to effectively address service issues, examining strategies and perspectives to mitigate and resolve them.First and foremost, proactive communication is key in managing service issues. When customers encounter problems, they often seek reassurance and clarity. Hence, promptly acknowledging their concerns and keeping them informed about the steps being taken to address the issue can significantly alleviate frustration and build trust. For instance, implementing automated email or textnotifications to update customers on the status of theirinquiries or complaints can demonstrate commitment to resolving issues efficiently.Secondly, a robust feedback mechanism is essential for identifying and addressing recurring service issues. By encouraging customers to provide feedback through surveys, suggestion boxes, or online platforms, businesses can gain valuable insights into areas for improvement. Analyzing feedback data enables organizations to pinpoint systemic issues and implement targeted solutions, thus enhancing overall service quality. Moreover, establishing a culture that values feedback and encourages frontline staff to actively solicit customer input fosters a customer-centric mindset and promotes continuous improvement.Furthermore, empowering frontline employees with the authority and resources to resolve service issues autonomously is instrumental in delivering timely and satisfactory resolutions. Equipping staff with comprehensive training and clear guidelines enables them to handle diverse situations effectively, minimizing the need for escalation and expediting problem resolution.Additionally, cultivating a supportive work environment where employees feel empowered to take ownership of customer concerns fosters morale and enhances service delivery.Moreover, leveraging technology can streamline the service issue resolution process and enhance customer experience. Implementing integrated customer relationship management (CRM) systems that centralize customer data and communication history enables seamless coordination and collaboration across departments. Furthermore, deploying chatbots or virtual assistants equipped with natural language processing capabilities can provide instant assistance to customers, addressing common queries and guiding them through troubleshooting steps.In addition to proactive measures, it is essential to adopt a proactive approach to service recovery when issues inevitably occur. Acknowledging mistakes, apologizing sincerely, and offering appropriate compensation or remedial actions demonstrate accountability and commitment to customer satisfaction. Moreover, going above and beyondto exceed customer expectations in resolving issues can turn negative experiences into opportunities to build stronger relationships and foster loyalty.In conclusion, addressing service issues effectively requires a multifaceted approach that encompasses proactive communication, feedback mechanisms, employee empowerment, technological integration, and proactive service recovery. By prioritizing customer satisfaction and continuously refining service delivery processes, organizations can cultivate a culture of excellence and resilience in the face of challenges. Ultimately, by viewing service issues as opportunities for improvement and innovation, businesses can foster long-term customer loyalty and sustainable success.。
客户服务重要性英语作文
客户服务重要性英语作文Title: The Crucial Importance of Customer ServiceIn today's highly competitive business environment, the role of customer service has become increasingly significant. It is not just a department or a set of tasks; it is a critical component that shapes the overall success of any organization. The importance of excellent customer service cannot be overstated, as it directly affects customer satisfaction, loyalty, and ultimately, the bottom line.Firstly, customer service is the face of a business. It is the first point of contact for many customers and often leaves a lasting impression. A positive experience with customer service can turn a one-time customer into a loyal brand ambassador, while a negative encounter can lead to a lost customer and potentially damage the company's reputation. Therefore, it is imperative for businesses to invest in training their customer service representatives to ensure they are equipped with the skills and knowledge necessary to provide exceptional service.Secondly, customer service plays a vital role inbuilding trust and maintaining relationships with customers. Customers want to feel valued and appreciated, and good customer service fulfills this need. When customers encounter a problem or have a question, prompt andefficient assistance from customer service representatives can alleviate their concerns and reassure them that the business cares about their satisfaction. This builds trust, which is essential for fostering long-term relationshipswith customers.Moreover, excellent customer service can lead to increased customer retention and referrals. Customers who receive exceptional service are more likely to return tothe business in the future and recommend it to theirfriends and family. This not only brings in new customers but also helps to solidify the brand's position in the market. In contrast, poor customer service can lead to customers taking their business elsewhere, potentially to competitors who offer better service.Furthermore, customer service can provide valuable insights into customer needs and preferences. By listeningto customers and understanding their feedback, businesses can gain insights into what customers want, what they like, and what they dislike about their products or services.This information can be used to improve existing offeringsor develop new ones that better meet customer needs.Additionally, in the age of social media and online reviews, customer service has become even more crucial. A single negative review or complaint can quickly spread across the internet, damaging a brand's reputation. On the other hand, prompt and effective handling of customer complaints can turn a negative situation into a positive one, enhancing the brand's image.In conclusion, the importance of customer servicecannot be overstated. It is a critical component of any successful business, shaping customer satisfaction, loyalty, and ultimately, the bottom line. Businesses must invest in training their customer service representatives, ensuring they are equipped with the skills and knowledge necessaryto provide exceptional service. By doing so, businesses can build trust, maintain relationships, increase retention and referrals, gain insights into customer needs, and protecttheir reputation in the face of online scrutiny. In today's competitive market, excellent customer service is not just a nice-to-have; it is a must-have for any business that wants to thrive and succeed.。
预计收货日期英语作文
预计收货日期英语作文Title: Expected Delivery Date。
In the fast-paced world of online shopping, one of the most crucial pieces of information for both consumers and retailers is the expected delivery date. It not only sets the customer's anticipation but also reflects theefficiency of the entire supply chain. Let's delve into the significance and factors affecting the expected delivery date.Firstly, the expected delivery date is determined by various factors, including the shipping method chosen, the distance between the seller and the buyer, and anypotential delays in transit. When a customer places an order online, the retailer typically provides an estimated delivery window based on these factors. For example, standard shipping may take longer but could be free or at a lower cost, while expedited shipping guarantees a quicker delivery but at an additional expense.Moreover, the efficiency of the logistics network plays a critical role in meeting the expected delivery date. From the moment an order is placed to its final delivery, each step in the supply chain must operate seamlessly to ensure timely delivery. This includes order processing, inventory management, packaging, and transportation. Any disruptions or bottlenecks along the way can lead to delays and, consequently, dissatisfaction among customers.In recent years, advancements in technology have revolutionized the logistics industry, enabling retailers to provide more accurate estimated delivery dates. For instance, sophisticated algorithms take into account historical data, weather conditions, and real-time traffic information to predict delivery times more precisely. Additionally, tracking systems allow customers to monitor the progress of their orders in real-time, providing transparency and peace of mind.However, despite these advancements, unexpected events such as natural disasters, labor strikes, or mechanicalfailures can still impact delivery schedules. In such cases, proactive communication between the retailer and the customer becomes crucial. By promptly notifying customersof any delays and offering alternative solutions, such as expedited shipping or compensation, retailers can mitigate the impact on customer satisfaction.Furthermore, managing customer expectations regarding the expected delivery date is essential to maintainingtrust and loyalty. Retailers must be transparent abouttheir shipping policies, including any potential delays during peak seasons or unforeseen circumstances. Providing realistic delivery estimates upfront helps prevent disappointment and fosters positive customer experiences.In conclusion, the expected delivery date is a vital aspect of the online shopping experience, reflecting the efficiency of the supply chain and shaping customer satisfaction. By considering various factors such as shipping methods, logistics efficiency, technological advancements, and proactive communication, retailers can optimize their delivery processes and meet customerexpectations consistently. Ultimately, a seamless delivery experience contributes to long-term customer loyalty and business success.。
让客人怎样满意英文作文
让客人怎样满意英文作文How to Satisfy Customers。
As a business owner or employee, one of the most important goals is to satisfy customers. Satisfied customers are more likely to return and recommend your business to others. Here are some tips on how to satisfy customers:1. Listen to their needs。
Customers want to feel heard and understood. Take the time to listen to their needs and concerns. Ask questions to clarify their requests and show that you are interested in helping them.2. Provide excellent customer service。
Customer service is key to customer satisfaction. Be friendly, helpful, and attentive. Respond to inquiries andcomplaints promptly and professionally. Make sure your customers feel valued and appreciated.3. Offer quality products or services。
Customers expect quality products or services. Make sure your products or services meet or exceed their expectations. Provide accurate information about your products or services and be transparent about any limitations or potential issues.4. Be reliable and consistent。
我的购物经历英语作文
我的购物经历英语作文Shopping Experience。
Shopping has always been an exciting experience for me, whether it's online or in physical stores. Over the years, I have had various shopping experiences that have taught me valuable lessons about consumer behavior, product quality, and the importance of customer service.One of my most memorable shopping experiences was when I purchased a laptop online from a popular electronics store. The website was user-friendly, and I found the laptop I wanted with ease. The checkout process was smooth, and I received a confirmation email shortly after completing my purchase. However, when the laptop arrived, I noticed that it had a few scratches on the surface.I immediately contacted customer service to address the issue. To my surprise, they were very apologetic and offered to replace the laptop or provide a refund. I optedfor a replacement, and the new laptop arrived in perfect condition within a few days. This experience taught me the importance of choosing a reputable online store that values customer satisfaction.On another occasion, I visited a local clothing store to buy a new outfit for an upcoming event. The store was well-organized, and the staff were friendly and helpful. I found a dress that I liked and tried it on. However, when I got home and tried it on again, I realized that it didn't fit me as well as I had initially thought.I returned to the store to exchange the dress for a different size. The staff were understanding and assisted me in finding a size that fit me perfectly. They even helped me accessorize the outfit, which I appreciated. This experience reinforced the importance of trying on clothes before purchasing them, especially when shopping for special occasions.In contrast, I have also had some less pleasant shopping experiences. For example, I once bought a pair ofshoes from an online retailer that promised fast shipping. However, the shoes took much longer to arrive than expected, and when they finally did, they were not the size I had ordered.When I contacted customer service to resolve the issue, they were unresponsive and unhelpful. It took several weeks and numerous emails before I was able to get a refund. This experience taught me to be cautious when shopping onlineand to read customer reviews before making a purchase.Overall, my shopping experiences have been a mix of positive and negative encounters. I have learned to be more discerning when choosing where to shop and to always check the quality and fit of products before making a purchase. Customer service plays a crucial role in shaping myshopping experience, and I appreciate retailers that prioritize customer satisfaction.In conclusion, shopping is more than just buying things; it's an experience that can be both enjoyable and educational. Whether online or in-store, each shopping tripoffers new insights and lessons that help me become a smarter and more informed consumer. As technology continues to advance and shopping habits evolve, I look forward to discovering new ways to enhance my shopping experience and find great deals on quality products.。
顾客投诉的意义英语作文
顾客投诉的意义英语作文Title: The Significance of Customer Complaints。
Customer complaints play a vital role in shaping businesses and improving customer satisfaction. In today's highly competitive market, understanding the significance of customer complaints is crucial for any successful enterprise. This essay will explore the importance of customer complaints, their benefits to businesses, and strategies for effectively handling them.Firstly, customer complaints provide valuable feedback to businesses. They offer insights into areas where products or services may be lacking or need improvement. By listening to customer complaints, businesses can identify recurring issues and take corrective actions to enhance their offerings. For example, if multiple customers complain about slow response times from customer service representatives, a company can invest in additionaltraining or streamline its communication channels toaddress this issue.Moreover, customer complaints can help businesses retain customers. When customers take the time to voice their concerns, they are giving the company an opportunity to rectify the situation and restore their trust. Studies have shown that customers who have their complaints resolved satisfactorily are more likely to become loyal patrons than those who never complain at all. Therefore, viewing complaints as an opportunity to retain customers rather than as a nuisance is key to long-term success.Furthermore, customer complaints can serve as a catalyst for innovation. When businesses listen to their customers' grievances, they may uncover unmet needs or discover areas for product or service innovation. For instance, if customers consistently complain about the complexity of using a particular software application, a company may redesign the interface to make it more user-friendly. By addressing these pain points, businesses can stay ahead of the competition and drive continuous improvement.In addition, handling customer complaints effectively can enhance a company's reputation. In today's interconnected world, news of a poor customer experience can spread rapidly through social media and online review platforms. On the other hand, businesses that are known for their responsive and customer-centric approach to handling complaints can build a positive reputation and earn the trust of potential customers. By demonstrating a commitment to addressing customer concerns, companies can strengthen their brand image and attract new business.Despite the benefits of customer complaints, many businesses struggle to effectively manage them. One common mistake is failing to provide easy channels for customers to voice their concerns. By offering multiple touchpoints for feedback, such as phone, email, and online forms, businesses can encourage customers to communicate their grievances in a way that is convenient for them. Additionally, companies should train their staff to handle complaints with empathy and professionalism, ensuring that customers feel heard and valued.Another challenge is neglecting to follow up with customers after their complaints have been addressed. A simple follow-up call or email can go a long way in showing customers that their feedback is taken seriously and that the company is committed to ensuring their satisfaction. Moreover, businesses should analyze customer complaints data regularly to identify trends and root causes, allowing them to implement proactive measures to prevent similar issues from arising in the future.In conclusion, customer complaints are an invaluable source of feedback for businesses. By listening to customer grievances, companies can identify areas for improvement, retain customers, drive innovation, and enhance their reputation. However, effectively managing customer complaints requires a proactive approach and a commitment to addressing customer concerns in a timely and professional manner. By embracing customer feedback as a means for growth and improvement, businesses can stay ahead in today's competitive marketplace.。
英语作文-快递行业的数字化转型之路
英语作文-快递行业的数字化转型之路The digitization of the express delivery industry has brought about significant transformations, reshaping the way parcels are handled, tracked, and delivered. This digital revolution has not only enhanced efficiency but also revolutionized customer experiences. Let's delve into the journey of the express delivery industry towards digitization.One of the primary drivers of the digital transformation in the express delivery industry is the advent of advanced tracking systems. Traditionally, customers would anxiously wait for their parcels without any visibility into the delivery process. However, with the implementation of sophisticated tracking technologies, customers can now monitor the real-time progress of their shipments from pickup to delivery. This transparency not only instills confidence but also enables customers to plan their schedules effectively.Moreover, digital platforms have revolutionized the way orders are placed and processed. Gone are the days of phone calls and paper forms; today, customers can conveniently place orders through user-friendly mobile apps or websites. These platforms offer seamless navigation, secure payment gateways, and personalized options, enhancing the overall customer experience. Furthermore, automated order processing systems streamline operations, reducing errors and processing times.Another significant aspect of the digitization journey is the optimization of delivery routes through advanced algorithms. With the integration of GPS technology and big data analytics, delivery companies can analyze vast amounts of data to optimize routes, minimize transit times, and reduce fuel consumption. This not only lowers operational costs but also reduces the environmental impact of express delivery services.Furthermore, digitalization has revolutionized last-mile delivery, which is often the most challenging and costly part of the delivery process. Delivery companies are leveraging technologies such as drones, autonomous vehicles, and robotics to overcomeobstacles like traffic congestion and limited access to remote areas. These innovations enable faster and more efficient deliveries, ultimately improving customer satisfaction.Additionally, digitalization has facilitated seamless communication between delivery companies, retailers, and customers. Integration with e-commerce platforms allows for automatic updates on order status, inventory levels, and delivery schedules. This real-time communication ensures timely responses to customer inquiries and enables proactive problem-solving, thereby enhancing customer satisfaction and loyalty.Moreover, the digitization of the express delivery industry has paved the way for innovative value-added services. From personalized delivery preferences to eco-friendly packaging options, customers now have access to a wide range of customizable features. These value-added services not only differentiate delivery companies in a competitive market but also cater to evolving customer needs and preferences.In conclusion, the digitization of the express delivery industry has revolutionized every aspect of the delivery process, from order placement to last-mile delivery. Advanced tracking systems, digital platforms, route optimization algorithms, and innovative value-added services have transformed the industry, enhancing efficiency, transparency, and customer satisfaction. As technology continues to evolve, the express delivery industry will undoubtedly witness further innovations, shaping the future of logistics in a digital age.。
外文文献--超市的顾客满意度
附录AppendixCustomer Satisfaction Strategy in Chain Supermarket sCustomer satisfaction strategy’s main idea is: the guideline is that the whole operational activities of supermarkets are for customer satisfaction, in customers’ view to analyze consumpt ion demand. By satisfying customers’ need to realize supermarkets’ operational aim.The fundamental purpose of supermarkets’ customer satisfaction is to cultivate customers’ trust on supermarkets, to enhance customers’ satisfaction for the whole supermarke ts’ operational activities. In order to do this, we must know the new marketing strategy’s content, and carry it out seriously. Its implementary points can be summarized as the following main aspects: (1) Shaping " customer first" business philosophy. The operational philosophy of "customer first" is the most fundamental motivation for serving customers, meanwhile, it also conducts making decisions, connecting all the departments of supermarkets to strive for the customer satisfaction. This operational philosophy is not only emphasized in senior management, more important is to embed it into everyone’s heart, and help personnel understand the importance of this philosophy.From its basic meaning, the operational philosophy of "customer first" has three gradations: customer is the highest, the customer is always right, everything for the customer.Customer is the highest. Customers are the external public who has direct relation with the supermarket’s future and destiny. To some extent, the market is the customer, lost public is the same as losing the market. The fate of one supermarket without market can not be well imagined. Therefore, the essence of the market-oriented is the customer-oriented, in the specific concept, customer is the highest. This idea requires thatsupermarkets should put customers at the first position of operation and management system, let customers feel the God’s real existence, thus, customers will produce acknowledgment and affiliation mentally for supermarkets.The customer is always right. The idea of the customer is always right is very difficult to set up from the logic point of view; it doesn’t conform to the objective reality either. However, in order to achieve the supermarket’s aim, as long as customers’ faults do not constitute a great loss to supermarkets, supermarkets would give" right" to customers. This is the important expression of customer satisfaction. The idea of the customer is always right includes three meanings: first, customers are the purchasers, not trouble makers; second, customers understand their own demand and hobby, which is just the information that supermarkets need to collect; third, because of customers’ "natural consistency", quarrelling with one customer is quarrelling with all the customers, in the concept of customer is wrong, supermarkets are absolutely not the winners, thereby, you will lose customers, it also means losing the market, losing profit.Everything for the customer. If it is said that customer is the highest is the starting point of supermarket management, then everything for the customer is the end-result. Everything for the customer requires supermarkets should consider everything from customers’ point of view, think what customers think, customers’ need is supermarkets’ need.(2) Treat personnel with hospitality. Customers in supermarkets can be broadly divided into two categories: one is the external customer; the other is the internal customer. External customers are the target customers of supermarkets; super markets’ ultimate goal is to satisfy external customers, then gain profit. But most supermarkets ignore the more crucial factor --- internal customers’ satisfaction, that is to say, supermarket personnel’s satisfaction. Personnel are the carriers that prom ote supermarkets’ management philosophy and service mind to final customers, they are also the major components of personnel satisfaction and customer satisfaction. A high personnel loyalty is equally as important as a high customer loyalty. If supermarkets want to retain the best customers, they must retain the best personnel.(3) Try to retain customers. If supermarkets pay attention to customers’ long-term return, they must well prepare for the initial reception of customers’ service work, improve the ratio of repeat buyers. A foreign study shows: A satisfactory customer can incur eight potential deals, at least one of them may be traded; an unsatisfactory customer can affect twenty-five persons’ purchasing will. So, retaining customers is more effective than attracting customers. The key of retaining customers lies in customers’ satisfaction. If one customer really satisfies, he or she would say to others about the nice products of supermarkets, pay little attention to the advertisements of those competitive brands, and not sensitive to price; besides, they will provide some good ideas about goods and service, due to the trading practices, this method can save trading cost. Hence, the strategy of customer satisfaction requires retaining customers by all means; expand customer team by customers’ spread.(4) Listen to more voices of customers. The implementation of customer satisfaction must establish a set of customer satisfaction analytical processing system., examine customers’ satisfaction for supermarkets’ goods and service with scientific means, the information is fed back to supermarket management in time, supermarkets can improve work incessantly, thereby, meet customers’ demand timely and truly. At present, many international chain supermarket companies are trying to shorten the distance between customers with the advanced communication systems. If modern chain supermarkets just want to sell goods out, or make" one-shot deal", these kinds of supermarkets are impossible to succeed in this furious competitive market. Selling these goods out is only the beginning of this deal; the real long-term deal is customers’ after-service response. When some supermarkets sell products, they declare "We will provide the best after-service, solve all your worries", but customers’ opinions, complaints and worries after buying, they think it is customers’ business not theirs. However, they don't know such method sharply dampens customers’ further consumption enthusiasm, it also impairs supermarkets’ image. Excellent supermarkets notice listening to customers’ voices, regard customers’ complaints as opportunities, which is not only in favor of establishing long-term friendly relation with customers, but also builds up favorable supermarket image.The operational philosophy of customer satisfaction is a comprehensive reform of customer service value; its importance is not underestimated. The fundamental standard of measuring supermarket sales performance should be customer satisfaction, not other sales performance. Do not worry about how to earn money, go all out to fulfill customer satisfaction, customers can care for your turnover.连锁超市顾客满意策略顾客满意策略的主导思想是：超市的整个经营活动要以顾客满意度为方针，从顾客的角度、观点来分析消费需求。
英语作文-快递服务行业的快递员素质与职业形象
英语作文-快递服务行业的快递员素质与职业形象In the dynamic world of express delivery services, the professionalism and image of delivery personnel play a crucial role in shaping customer satisfaction and the overall perception of the industry. The qualities and professional demeanor exhibited by delivery couriers have a direct impact on customer experience, operational efficiency, and the reputation of delivery companies.Firstly, a key attribute of exemplary delivery personnel is their punctuality. Timeliness is not merely a virtue but a fundamental expectation in the express delivery industry. Customers rely on delivery services to receive their packages within specified timeframes, often with high expectations for precision. Couriers who consistently meet or exceed these expectations contribute significantly to customer trust and satisfaction. This reliability reflects positively on the courier's professional image and enhances the reputation of the delivery service provider.Moreover, effective communication skills are essential for delivery personnel. Couriers frequently interact with customers during the delivery process, whether in person or through digital channels. Clear and courteous communication helps in clarifying delivery details, addressing customer inquiries or concerns, and ensuring a smooth transaction. Professional couriers are adept at maintaining a friendly yet professional demeanor, fostering positive interactions that enhance the overall customer experience.Furthermore, adaptability and problem-solving skills are indispensable traits in the fast-paced environment of express delivery. Couriers encounter various challenges during their routes, such as traffic delays, navigation issues, or unexpected customer availability. The ability to think quickly, make informed decisions, and find alternative solutions is critical in ensuring timely and efficient deliveries. Couriers who demonstrateresourcefulness and resilience in overcoming obstacles contribute significantly to operational effectiveness and customer satisfaction.Additionally, attention to detail is a hallmark of exceptional delivery personnel. From accurately recording delivery information to handling packages with care, meticulousness is essential at every stage of the delivery process. Couriers who pay attention to detail minimize the risk of errors, such as incorrect deliveries or damaged packages, thereby upholding service standards and reinforcing customer confidence in the delivery service provider.Moreover, professional appearance and demeanor are outward expressions of the commitment to service excellence. Couriers who present themselves neatly and professionally project a positive image of reliability and trustworthiness. A well-groomed appearance, coupled with a respectful and approachable attitude, enhances the overall professionalism of the delivery service and instills confidence in customers regarding the handling of their packages.Furthermore, integrity and ethical conduct are foundational to maintaining trust in the delivery industry. Couriers entrusted with valuable packages must adhere to ethical standards, including confidentiality and respect for privacy. Upholding integrity in all interactions and transactions reinforces the credibility of the delivery service provider and fosters long-term customer loyalty.In conclusion, the delivery industry's frontline personnel play a pivotal role in shaping customer perceptions and operational outcomes. By embodying qualities such as punctuality, effective communication, adaptability, attention to detail, professional demeanor, and integrity, delivery couriers contribute to the overall success and reputation of their respective companies. Their professionalism not only enhances customer satisfaction but also strengthens the foundation of trust upon which the express delivery industry thrives. As such, continual investment in developing and nurturing these qualities among delivery personnel is essential for sustaining excellence in service delivery and maintaining competitive advantage in the marketplace.。
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过去或现有的 服务互动
服务互动 编码过程
顾客自我意识
服务互动 评价过程
服务互动 现有效果
理想 不理想
顾客满意
成败
归因理论
• 美国心理学家韦纳 • 分为能力，努力，任务难度和运气。 • 美国心理学家班杜拉 • 对自身能力的主观判断，所产生的 后期行为。 • 动物学理论家斯里格曼 • 个体认识到自身对消极事件得无能 为力。
最后。
归因理论对我们以后写论文的指导意义：
1,在经济活动,、管理活动中，是否我们的消费者是带
着自我情绪和自我意识的？
2,当这些自我感知变量加强或减弱时，会不会影响？ 顾客满意；顾客体验；社会网络；关系……
谢谢。
自我效能感
归因理论 习得无助 归因理论
让我们来看一看“归因”到底是什么？
（一）海德(Heider,1958)，提出了最初的归因理论,认
为每个人都是朴素的心理学家,时刻在寻找行为的原因, 并把人们的归因倾向分为内倾(个体的)和外倾(情境的) 两种。
（二）70年代，归因理论学者凯利(Kelly,1973) 认为
“成就一动机”归因模型,因果归因有两个维度:内倾向 或外倾向维度、稳定或不稳定维度。ቤተ መጻሕፍቲ ባይዱ
稳定
个体能力 内倾向
个体努力 不稳定
任务难度
外倾向
运气
根据归因理论，每个人（服务 提供者、消费者）对自己行为结果 的归因无论正确与否，都会影响他 们随后的情感、期望和行为动机， 进而影响他们的成就行为和满意。
例如：呂簙凱同学觉得今天自己做的这个讲述十 分精彩（即使实际结果是大家都不觉得好），他将这 种结果归因于他今天的衣着得体，于是…… 在未来的各种正式讲演场合中，他都会偏向于穿 这一种牌子，款式的衣服。（成败归因理论）
“归因(attribution)就是人们通过寻找体验或事件的原 因来解释`为什么'的过程”。 引发事件的原因有三类,即行为者本人因素、引发 行为的刺激因素(行为者对之做出反应的他人或事件) 和行为者所处的情境或关系因素(时间或形态)。
（三）韦纳(Weiner,1974)提出具有普遍解释意义的
--- 笔记
（一）主要观点
顾客自我意识
服务互动效果
理想 不理想
顾客对服 务提供者 的满意
注：这也是实验一想要证明的逻辑框架
（二）实验二
自我意识影响的顾客满意是在哪个环节？---互动 的评价环节。 （三）实验三 自我意识是否对过去互动的现有满意有影响？----是。 （四）实验四 实际情景的检验。 （五）实验五 那些情景下对服务互动产出有责任感。 （六）实验六 检验实际情景中的边界条件。