本文报告了生物识别和内隐情感启动相结合的研究结果,该研究涉及作为积极或消极客户服务体验的提供者或接受者的情感后果。该研究分两个阶段进行。研究1捕获了与接受和提供良好的客户服务相关的即时内隐情绪和生理反应。研究2采用了情感启动任务,在三个西方国家的1200名受访者中,评估了与良好和不良客户服务的内隐关联。我们的结果表明,给予和接受良好的客户服务都被认为是愉快的(研究1),同时,与积极的情绪隐含相关(研究2)。作者从这些互动对员工福祉的影响方面讨论了这项研究对服务提供商的影响,员工保留率和客户满意度。
This paper reports the results of a combined biometric and implicit affective priming
study of the emotional consequences of being the provider or receiver of either positive or negative customer service experiences. The
study was conducted in two stages.
Study 1 captured the moment-by-moment implicit emotional and physiological responses associated with receiving and providing good customer service. Study 2 employed an affective priming task to evaluate the implicit associations with good and poor customer service in a large sample of 1200 respondents across three Western countries. Our results show that both giving and receiving good customer service was perceived as pleasurable (
Study 1) and at the same time, was implicitly associated with positive feelings (
Study 2). The authors discuss the implications of the research for service providers in terms of the impact of these interactions on employee wellbeing, staff retention rates and customer satisfaction.