摘要:在服务营销中，生产和消费同时进行,顾客的满意不仅取决于是否解决了需要。顾客作为拥有复杂情绪和情感的个体，他们不只需要产品与服务，也希望与这些产品及服务建立起情感关联。当顾客感到员工用真诚与热·院对待他们时，他们也会以相同的情感回应.这种员工与顾客之间的情感投入和情绪互动,会变成企业持续成长的因素.管理好员工的情绪情感，成为服务营销中的关键因素。
关键词：
服务,服务营销，情绪情感
Abstract: In the service marketing， production and consumption at the same time， customer satisfaction depends not only solve that need.
Customers with complex emotions and feelings as individuals， they not only need products and services, also hope to establish with these products and services associat ...