Ingratiation and Assertiveness in the Service Provider–Customer Dyad
研究服务接触中讨好与自信两种影响策略对顾客满意度的影响，发现组织服务氛围和顾客行为会影响服务提供者的策略选择，讨好提升满意度而自信降低满意度。
This study examined influence tactics used in the service encounter in relation to organizational service climate, on one hand, and customer satisfaction with the quality of service, on the other. Questionnaires were administered to 115 service provider–customer dyads, and the data were analyzed with structural equation modeling. The results show that both the organizational service climate and the customer’s behavior affect the influence tactics employed by the service provider. The customer’s satisfaction with the quality of the service is increased by ingratiation and decreased by the assertive behavior of the service provider. The results are discussed with regard to the role of influence processes in the service encounter.