Exploring Employees' Design of Interpersonal Service Encounter in a Chinese Setting

• Main Authors: Yalin Sced, 李雅琳
• Other Authors: James O. Stanworth
• Format: Others
• Language: en_US
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/47184583381484228848

碩士 === 國立彰化師範大學 === 企業管理學系 === 102 === Good encounters are not the results of an accident but are designed. In the West, rules, processes and organizational influences dominate understanding of service design; for Chinese, such formal rules and processes are of less significance. Chinese people tend to be more interdependent, focusing more on relationships and maintaining group harmony. This study explores how Chinese employees deal with the interpersonal service encounter and seeks to understand the way they understand situations. Further, it seeks to explain the mental processes underlying behaviors. The research methods adopted are qualitative research- projective techniques and in- depth interview. The author classified thirteen codes into three categories (customer, employee and restaurant) and provided a model of what the respondents are concerned about in their mind when they confront dilemma situations. The result shows that the Chinese employee’s mental process is a customer- oriented thought process from the inner rings (employee) to the outer rings (restaurant). When they are confronted with an apparent contradiction, Chinese employees are inclined to find the best action that achieves the most desirable result between customer and restaurant. In other words, they try not to offend the customer or restaurant.