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在服务营销中,生产和消费同时进行,顾客的满意不仅取决于是否解决了需要。顾客作为拥有复杂情绪和情感的个体,他们不止需要产品与服务,也希望与这些产品及服务建立起情感关联。当顾客感到员工用真诚与热忱对待他们时,他们也会以相同的情感回应。这种员工与顾客之间的情感投入和情绪互动,会变成企业持续成长的因素。管理好员工的情绪情感,成为服务营销中的关键因素。
In service marketing, production and consumption go hand in hand, and customer satisfaction depends not only on whether the need is addressed. Customers, as individuals with complex emotions and emotions, not only need products and services, but also want to establish an emotional connection with these products and services. When customers feel the staff treated them with sincerity and enthusiasm, they also respond with the same emotion. This emotional engagement and emotional interaction between employees and customers can be a factor in a company’s continued growth. Managing employee emotional emotion has become a key factor in service marketing.