7月GMAT阅读机经:顾客投诉与员工.

　　7月13日GMAT机经换库了，现在就由小编来为大家整理七月份的GMAT阅读机经整理，下面是关于GMAT阅读机经的相关问题，分享给大家，希望对大家有所帮助，文中观点仅供参考。

　　考古

　　(狗主原话：那一大段压根就是原文。也是和原文意思最接近的。实战的时候这篇文章不长，只有两段，不到一屏，我把原文中出现过的话都高亮出来了，G友们只要好好体会这些话的意思，实战时候遇到这篇就没有任何问题了。)

　　A primary finding of this research is that customer

　　complaints have a negative impact on service personnel

　　commitment to customer service. This provides some primary

　　empirical support for the theoretical arguments of

　　several authors (e.g., Blancero and Johnson 2001; Piercy

　　1995). Although our results do not provide a direct test of

　　the predictions of attribution and role theories, these theories

　　can nonetheless suggest plausible explanations for

　　this finding. As explained earlier, customer complaints

　　may cause role conflict as they can rlect customer expectations

　　of employee behaviors, which may differ from

　　management or organizational expectations of behavior

　　(Rizzo, House, and Litzman 1970). Customer service employees,

　　in following managerial directives, are often in

　　the unenviable position of delivering bad news to customers

　　(e.g., notification of stock outs, inability to accept returned

　　goods). Customer contact staff can become “sandwiched”

　　between the expectations of management and the

　　expectations of customers (Bell, Mengü?, and Stani

　　2004). This, we contend, is a major source of role conflict,

　　which has a demoralizing fect. This was manifest in a

　　reduction in commitment to customer service as a result of

　　customer complaints.

　　A more surprising result is that higher levels of negative

　　affectivity also reduce the negative impact of complaints

　　on commitment to customer service. This result was unexpected

　　and somewhat counterintuitive. Perhaps the most

　　plausible explanation derives from attribution inconsistencies

　　discussed earlier. It was argued that a possible reason

　　behind service personnel reducing their commitment

　　to customer service in response to customer complaints is

　　that customer evaluations conflict with their own perceptions

　　of the quality of service delivered. George (1992),

　　however, explains that individuals high in negative affectivity

　　generally have a negative orientation to the world

　　around them and to themselves. Thus, negative feedback

　　may only serve to reinforce what the individual already believes.

　　This consistency between service personnel expectations

　　and experience may lead to complaints having a

　　neutral fect on their commitment to customer service.

　　This argument receives support from various authors who

　　argue that employees are more likely to accept feedback

　　that is consistent with their self-image and selfevaluations

　　(Fedor 1991; Ilgen, Fisher, and Taylor 1979).

　　Kennedy and Willcutt (1964), for example, found that

　　negative feedback generally had a debilitating fect on

　　high performers but did not inhibit the performance of

　　underachievers

　　以上就是对于7月GMAT阅读机经的相关介绍，希望对大家备考GMAT考试有所帮助，文中观点仅供参考。