跪求翻译~~Service behaviors that lead tosatisfied customers里的最后一部分

来源：百度知道 编辑：UC知道 时间：2024/05/22 03:34:35
Implications, limitations and research directions
This research supports the notion that many of the behaviors important to consumers in evaluating service encounters are the same across different types of service encounters (at least within highly interactive service settings). In both the medical and restaurant industries, customers want service providers to demonstrate concern and competence, to be congenial, and to be civil. Specific behavioral measures are developed by this research for each of these dimensions, allowing service managers to more clearly interpret and implement these dimensions in service provision. The three dimensions identified explain nearly three-quarters of the variance in encounter satisfaction in a regression analysis, and successfully predict satisfaction level in more than 95 percent of cases in a discriminant analysis.

这些数字建议, 这些行为的成功的实施由服务部门能是为服务提供者的一个非常有用的工具保证用户满意和保留。这些修建和行为辨认了支持Goleman's (1995) 概念"emotional intelligence" 的重要; 。它是关键为服务提供者是熟练的在处理他们的情感。

这些人指出通过服务人员对这些行为的有效执行可以使之成为服务供应商确保顾客满意度和保有额的一种行之有效的途径。这些建构和行为确实支撑起了Goleman(1995)关于“情感智能”重要性的观念。这在服务供应商提高对自己情感控制的过程中起到了关键的作用。