بررسی تأثیر عوامل عاطفی بر تعهد کارکنان در خدمت رسانی به مشتریان

نوع مقاله : مقاله پژوهشی

نویسنده

استادیار، گروه مدیریت دولتی، دانشگاه پیام نور، تهران، ایران (نویسنده مسئول)

چکیده

مقدمه: امروزه با افزایش رقابت برای ارائه کالا و خدمات مطلوبتر، ضرورت دارد سازمان ها هرچه بیشتر با رفتار متعهدانه جهت کسب رضایت مشتریان خود خدمات ارائه نمایند. هدف از انجام تحقیق حاضر بررسی تاثیر عوامل عاطفی بر تعهد خدمت رسانی به مشتریان می باشد.
روش کار:  در این تحقیق که مطالعه ای توصیفی پیمایشی است، 110 نفر از فروشندگان یکی از فروشگاه‎های زنجیره ای که با استفاده از روش نمونه گیری تصادفی انتخاب شده بودند به پرسشنامه‎های استاندارد تحقیق پاسخ دادند و در نهایت، داده‎های پرسشنامه از طریق آزمون معادلات ساختاری با نرم افزار پی ال اس مورد تجزیه و تحلیل قرار گرفتند.
نتایج: نتایج تحقیق نشان داد که عوامل عاطفی همچون؛ ارزیابی عواطف خود و دیگران، تعدیل عواطف، بکارگیری عواطف و کارعاطفی بر تعهد خدمت رسانی به مشتری تاثیرگذار می باشند.
نتیجه گیری: به نظر می رسد که کار عاطفی و تعهد خدمت رسانی به مشتریان می توانند سبب کاهش خستگی عاطفی کارکنان گردند.

کلیدواژه‌ها


عنوان مقاله [English]

Investigating the effect of emotional factors on employee commitment in customer service

نویسنده [English]

  • Monireh Askarinejad
Assistant Professor of Public administration, Payame Noor University, Tehran. (Corresponding Author)
چکیده [English]

Introduction: Today, with increasing competition for better products and services, it is necessary for organizations to provide services with more committed behavior to achieve customer satisfaction. The purpose of this study is to investigate the effect of emotional factors on customer service commitment.
Methods: In this study, which is a descriptive survey study, 110 vendors from one of the chain stores who were selected using random sampling method answered the standard questionnaires and finally, the questionnaire data through structural equation testing Were analyzed by PLS software.
Results:  The results showed that emotional factors such as; The dimensions of emotional intelligence (evaluating one's own and others' emotions, modifying emotions and applying emotions) and emotional work affect the customer service commitment.
Conclusion: It seems that emotional work and commitment to customer service can reduce employees' emotional fatigue.

کلیدواژه‌ها [English]

  • Emotional Intelligence
  • Emotional Work
  • Emotional Fatigue
  • Customer Service Commitment
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