笔者从员工与顾客互动的视角,通过收集美容美发服务情景中的员工和顾客双边数据,研究了服务导向对融洽感知和顾客满意的影响及作用机制。研究发现员工服务导向对融洽感知和顾客满意存在直接影响,员工服务导向还通过服务互动和感知融洽等链式中介机制间接影响顾客满意。研究结论有助于改善服务管理与营销实践。 From the perspective of interaction between employees and customers, the author studies the influence of service orientation on harmony perception and customer satisfaction by collecting the bilateral data of employees and customers in the beauty salon service scenario. The study found that employee service orientation has a direct impact on harmonious perception and customer satisfaction, and employee service orientation indirectly influences customer satisfaction through chain intermediation mechanisms such as service interaction and perceived harmony. The findings help to improve service management and marketing practices.