Too Much of a Good Thing——A Study of Active Service Behavior

Abstract

Under the background of customers exceeding universal and standardized service requirements, high-tech change and increasingly fierce market competition, the service quality of the service industry has already become an important factor in the comprehensive evaluation of customers, and the number of enterprises attaching importance to the training of staff service level and other qualities has surged. Starting from the active behavior paradox that actually exists in the industry but has not attracted theoretical attention, this paper clarifies the concepts and boundaries of active service behavior, excessive active service behavior and weak active service behavior, answers the differences in the implementation of three active service behaviors in different situations, and draws conclusions by exploring and reasoning.