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guan yu nei bu fu wu bu jiu dui yuan gong de qing gan fan ying ji fu wu zhi liang de ying xiang yan jiu
Author(s): 
Pages: 120-125
Year: Issue:  11
Journal: Economic Tribune

Keyword:  内部服务补救情感失调情感枯竭服务质量;
Abstract: 本研究应用SPSS20.0和LISREL8.52软件,对内部服务补救对一线员工的情感失调、情感枯竭及提供的服务质量产生的影响进行了实证研究.研究结果表明,内部服务补救对一线员工的情感失调、情感枯竭有反向影响,对其所提供的服务质量有正向影响,但一线员工的情感失调、情感枯竭对提供的服务质量却没有显著影响.此外,一线服务员工的情感失调对情感枯竭有强烈的正向影响.
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