The Perspective of Culture

Lefei Li ()
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Lefei Li: Tsinghua University

Chapter Chapter 6 in The Era of New Services, 2024, pp 79-92 from Springer

Abstract: Abstract This chapter discusses the “Satisfaction Mirror” concept in service industries, emphasizing the relationship between employee and customer satisfaction. It highlights that employee contentment directly influences customer experiences, using Haidilao and ZTO Express as examples of effective employee management. It also explores interactive behaviors as a core element in service innovation, focusing on creating positive interactions between staff and customers. Additionally, the chapter examines the role of organizational culture in enhancing service quality, using Southwest Airlines as a case study. In conclusion, nurturing a positive work environment and fostering strong employee engagement is essential for delivering exceptional customer service and driving service innovation.

Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-981-99-9565-3_6

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DOI: 10.1007/978-981-99-9565-3_6

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