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澳门赌场一线员工在一个竞争十分激烈的工作环境下,强烈地期望获得客户处理关系技巧的经验。由于正式培训有限,非正式学习变得十分重要。本文主要运用定性的方法来解释非正式学习如何影响澳门赌场一线员工的客户关系处理技巧。在澳门的赌场中,加盟商希望他们的员工能够经过短期的培训即迅速地投入工作,而这种短期培训显然不能让员工达到提供个性化的客户服务水平。在这个背景下,由员工自身主导的对正式培训的拓展即非正式学习,在澳门变得十分普遍。根据一个构建式框架,这篇文章用了一个半结构访谈收集了49个一线员工的数据,在Milesand Huberman(1994)的框架里来分析所搜集到的数据。数据分析的结果显示如下:①有礼貌和尊重客户;②从客户的身体语言中发现他们的心理状态;③通过让客户沉迷于游戏来管理他们的情绪;④通过规范自己的情绪来达到提供优质客户服务的目的。
In a highly competitive work environment, front-line employees at the casino in Macau are keenly expecting to gain clients’ experience in relational skills. Due to limited formal training, informal learning has become very important. This article uses qualitative methods to explain how informal learning impacts the customer relationship processing skills of front-line employees in casinos in Macau. At casinos in Macau, franchisees want their employees to work quickly and quickly after short-term training, and this short-term training clearly does not allow employees to deliver personalized customer service. In this context, the expansion of formal training led by the employees themselves, namely, informal learning, has become quite commonplace in Macau. According to a structured framework, this article used a semi-structured interview to collect data from 49 front-line workers and analyze the data collected in the framework of Miles and Huberman (1994). The results of the data analysis are as follows: ① polite and respectful customers; ② discovery of their mental state from the client’s body language; ③ management of their emotions by indulging clients in the game; and ④ providing quality by regulating their emotions Customer service purposes.