顧客導向共識與情緒穩定性對顧客服務品質的影響

客戶服務的話題是一個經常討論的商業實踐。如果客戶從組織獲得滿意和一致的服務，他們總是會愉快地談論和記住一家公司。儘管如此，客戶仍然經常抱怨糟糕的服務。本研究試圖探討個人因素(即情緒穩定性)與組織因素（即客戶導向共識）與組織中服務質量之間的關係。本研究將對提供客戶服務的重要性進行簡要的文獻回顧。然後討論員工行為與個人因素之間的關係以及組織因素。最後對綜述文獻進行綜合分析並提出擬議假設。本研究的目的是幫助銷售人員了解，向客戶提供真誠，誠實，服務可以是保證他們自己的成功。管理者應該意識到在組織中培養以客戶為導向的概念。以客戶為中心的共識對於提供一致的服務質量是很重要的。為客戶提供一致的服務必將建立品牌意識，這是當今的商業環境，以全面滿足媒體精明消費者的有力工具。企業必須提供價值才能從良好轉向優秀。

關鍵字

情緒穩定；以顧客為導向共識；服務質量

並列摘要

The topic of customer service is a commonly discussed business practice. Customers would always talk about and remember a company pleasantly if they receive satisfactory and consistent services from an organization. Nevertheless, customers still routinely complain about poor services. This study tries to explore the relationship of one personal factor, i.e., emotional stability, and one organizational factor, i.e., customerorientation consensus, with the service quality consistency in an organization. This study will conduct a brief literature review on the importance of providing consistent customer services. Then the relationships between employees’ behaviors and personal factors as well as organizational factors will be discussed. Finally, it ends with a synthetic analysis of the reviewed literature and coming up with proposed hypotheses. The purposes of this study are to help sales people understand that offering sincere, honest, consistent services to customers is all but guaranteeing their own success. Managers should be aware of the cultivation of customer-orientation concept in the organization. Customer-orientation consensus is important to provide consistent service qualities among employees. Providing consistent services to customers would surely build brand awareness, which is a powerful tool in today’s business environment filled with media-savvy consumers. It is a fundamental concept that a business must deliver value in order to transit from good to great.