4171 
3477现有的关于顾客行为的研究大多着眼于探讨顾客消极行为的消极后果，很少关注顾客积极行为的影响。本文基于情绪社会信息模型，研究顾客在与员工互动过程中对员工的服务行为和贡献表示感谢这一积极的顾客行为对员工工作表现的影响。研究发现：顾客感激表达确实有助于提升员工的工作表现。这是因为顾客感激表达能够促使员工主动转变对工作的看法，进而影响员工的工作表现，包括针对顾客的服务质量和更一般意义上的工作绩效等。本研究在一定程度上弥补了关于顾客与员工积极互动行为研究的空缺，拓展了顾客行为的研究范围，同时帮助学界更加全面地认识顾客与员工的互动关系，进而探索顾客与员工互动过程中的其他积极行为。
顾客感激表达对员工工作表现的影响及机制
摘要
参考文献
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引用本文
王琦琦, 李增鑫, 刘军. 顾客感激表达对员工工作表现的影响及机制[J]. 外国经济与管理, 2021, 43(8): 121-137.
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