服务业顾客欺凌行为的产生、影响及对策研究

发布时间：2018-05-01 18:00

本文选题：顾客欺凌 + 员工离职意愿　；参考：《湖北工业大学》2017年硕士论文

【摘要】：随着服务行业的日益发展,企业之间的竞争更多地集中在服务一线人员对顾客的服务态度竞争上,正是基于这个理念,企业对服务人员的态度具有严格的要求。“顾客是上帝”被很多企业奉为金科玉律,在员工和顾客发生冲突时,无条件维护顾客的利益成为很多企业的必然选择。在这种情况下,即便错误不在员工这一方,企业也往往会要求员工对顾客进行无条件的包容。所以,服务行业的一线员工常常会受到顾客的欺凌却敢怒不敢言。最终导致的结果往往是员工在遭受顾客欺凌时表现出消极的情绪、离职意愿增强以及一系列的负面行为,并对企业的绩效和形象造成严重的负面影响。这也是我国服务业员工流失的关键原因所在。基于以上现实问题,本文基于文献回顾,从我国服务业的顾客欺凌的现状出发,探讨顾客欺凌产生的原因、顾客欺凌对员工的情绪、身体健康以及家庭幸福等方面的影响,并从个体和企业的多个角度提出相应的管理策略。
[Abstract]:With the development of service industry, the competition among enterprises is more concentrated on the service attitude competition of service personnel. It is based on this concept, the enterprise attitude to service personnel has strict requirements. "customer is God" is regarded as the golden rule by many enterprises. In the conflict between employees and customers, it is an inevitable choice for many enterprises to protect the interests of customers unconditionally. In this case, even if the mistake is not on the employee side, the company will often demand unconditional tolerance of customers. As a result, front-line workers in the service industry are often bullied by customers and angry. The final result is that employees show negative emotions when they are bullied by customers, increase their willingness to quit and a series of negative behaviors, and have a serious negative impact on the performance and image of the enterprise. This also is the key reason that our country service industry employee loses lies. Based on the above practical problems, this paper, based on the literature review, discusses the causes of customer bullying, the effects of customer bullying on employees' mood, physical health and family happiness from the current situation of customer bullying in China's service industry. And puts forward the corresponding management strategy from the individual and the enterprise's many angles.
【学位授予单位】：湖北工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F719;F272.92

【参考文献】