Research On The Impact Of Tourism Enterprise Employees' Recovery Experience On Proactive Customer Service Performance

Tourism industry plays an increasingly important role in China's national economy.The rapid development of globalization makes the competitive environment of tourism enterprises more uncertain.In the service industry,the service quality depends on whether the service customers feel meets their expectation standards.With the increasing maturity of customers' consumption and the diversification and personalization of their demands,tourism enterprises urgently need to make changes in their services.As to provide the service as its core products,in addition to provide standardized services,employees should also take the initiative to provide service for customers,employees and tourism enterprises most faces frequent work long hours,rigid work schedule,in the face of high demand of customers still want to keep a good mood,work characteristics,take the initiative to provide customers with services need to consume resources of body and mind,which makes the staff to improve customer service to do this.As a way to relieve work pressure and supplement and construct employees' physical and mental resources,recovery experience has attracted academic attention.The research on proactive customer service performance from the perspective of individual employee resources has not received effective attention,and few studies have explored the mechanism by which recovery experience affects employees' proactive customer service performance.Based on the effort-recovery model,resource conservation theory,etc.,and based on relevant literature,this study studied why and how employees' recovery experience affects proactive customer service performance,as well as how recovery experience affects work engagement in different situations.Employees of tourism enterprises,the questionnaire survey to the collected 480 effective formal questionnaire data analysis,the study found that:(1)the employees' psychological detachment has a negative effect on proactive customer service performance,mastery experience and control experience dimensions have a positive effect on proactive customer service performance;(2)work engagement plays a mediating role inmastering and controlling the influence of experience on proactive customer service performance;(3)proactive personality positively regulates the influence of control experience on work engagement.The study puts forward some suggestions for tourism enterprises and employees,and believes that the improvement of proactive customer service performance requires the joint efforts of enterprises and employees.Among them,enterprises should carry out the following measures:(1)strengthen the emphasis on employees' experience recovery and enhance internal publicity;(2)arrange reasonable human resources management and make good work design;(3)build recovery experience places and provide relevant training;(4)recruit the right staff.As an employee,we should do the following :(1)establish the sense of experience recovery and improve the working ability;(2)strengthen self-management skills and form the habit of recovering experience.Finally,the limitations and prospects of this paper are put forward.