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近些年来,全球正逐步进入以服务业为主的社会,其中零售业是世界上公认增长较快的服务行业,零售业除了出售实体商品以外,还有一项至关重要的商品即为服务。由于零售服务人员的服务品质和企业形象、组织绩效等密切相关,零售企业要求员工在与顾客互动的过程中必须遵循特定的服务规则,展现
In recent years, the world is gradually entering a service-oriented society. Among them, the retail industry is a recognized service industry with a fast-growing growth in the world. In addition to selling physical goods, the retail industry also has a vital commodity to serve. As the service quality of retail service personnel is closely related to corporate image and organizational performance, retail enterprises require that employees must follow certain service rules in their interaction with customers