The Correlation Research Of Staff Service Identity And Customer Perceived Value

In the socialist market economy, competitive firms often have a better sense of service, and this awareness through a highly summarized and refined it into the services business image, business services staff is the image of the main operators and executives. During the process of consumption the, how the identity of the services staff affect consumer perceived value is the main contents of this paper. The relevance of research between identity of the services staff and customer perceived value is not only affect on enterprises in the new competitive environment, strategic choices significant make some addition to the content of the value and try to do some exploration. Because of various subjective and objective conditions, the research made real estate marketing industry as an example in Wenzhou.In this study, based on existing research, literature review and survey of different methods, we conducted a survey the real estate sellers in Wenzhou City and did some investigation between the identity of employees and customer perceived value. The main conclusions of this research are as follows:First, the questionnaire of this study which measured the identity of service staff and customer perceived value has good reliability and validity.Second, the identity of service and customer perceived value were significantly positively correlated.Third, was tested under different conditions in the sex, the functional value, emotional value, social value and pay a cognitive perception that there are great differences. Different ages were tested for functional value, emotional value, social value and perceptions of the perceived pay a greater difference.Based on the above conclusions, the study staff services for construction of the identity, deep customer perceived value of the following recommendations:attention to corporate culture, the development of unique service concept; enhance service skills training to improve the level of service staff; pay attention to employees, safeguard the fundamental interests of employees; actively promote the performance appraisal to enhance staff awareness of service; to provide quality services, create a service brand.Basic to this study, the use of empirical research between the staff service identity and customer perceived value achieve the purpose which has the theoretical significance. At the same time, this study achieve the actual needs of the staff service identity and customer perceived value of the operational definition for the future and lay a foundation for such research.