客戶服務的話題是一個經常討論的商業實踐。如果客戶從組
織獲得滿意和一致的服務，他們總是會愉快地談論和記住一
家公司。儘管如此，客戶仍然經常抱怨糟糕的服務。本研究
試圖探討個人因素(即情緒穩定性)與組織因素（即客戶導向
共識）與組織中服務質量之間的關係。
本研究將對提供客戶服務的重要性進行簡要的文獻回顧。然
後討論員工行為與個人因素之間的關係以及組織因素。最後
對綜述文獻進行綜合分析並提出擬議假設。
本研究的目的是幫助銷售人員了解，向客戶提供真誠，誠
實，服務可以是保證他們自己的成功。管理者應該意識到在
組織中培養以客戶為導向的概念。以客戶為中心的共識對於
提供一致的服務質量是很重要的。為客戶提供一致的服務必
將建立品牌意識，這是當今的商業環境，以全面滿足媒體精
明消費者的有力工具。企業必須提供價值才能從良好轉向優
秀。

The topic of customer service is a commonly discussed business
practice. Customers would always talk about and remember a company
pleasantly if they receive satisfactory and consistent services from an
organization. Nevertheless, customers still routinely complain about poor
services. This study tries to explore the relationship of one personal factor,
i.e., emotional stability, and one organizational factor, i.e., customerorientation
consensus, with the service quality consistency in an
organization.
This study will conduct a brief literature review on the importance of
providing consistent customer services. Then the relationships between
employees’ behaviors and personal factors as well as organizational factors
will be discussed. Finally, it ends with a synthetic analysis of the reviewed
literature and coming up with proposed hypotheses.
The purposes of this study are to help sales people understand that
offering sincere, honest, consistent services to customers is all but
guaranteeing their own success. Managers should be aware of the
cultivation of customer-orientation concept in the organization.
Customer-orientation consensus is important to provide consistent service
qualities among employees. Providing consistent services to customers
would surely build brand awareness, which is a powerful tool in today’s
business environment filled with media-savvy consumers. It is a
fundamental concept that a business must deliver value in order to transit
from good to great.

Table of Contents
CHAPTER 1 ....................................................................................................1
INTRODUCTION...........................................................................................1
1.1 Background ............................................................................................................................... 1
1.2 Motivation and research questions ........................................................................................ 2
1.3 Purpose of the research .............................................................................................................. 4
CHAPTER 2 ....................................................................................................6
LITERATURE REVIEW...............................................................................6
2.1 The importance of customer services .................................................................................... 6
2.2 The impact of personal factors on customer services ...................................................... 7
2.3 The impact of organizational factors on customer services .......................................... 9
2.4 Hypothesis development ......................................................................................................... 10
CHAPTER 3 ..................................................................................................12
RESEARCH METHOD ...............................................................................12
3.1 The manipulation of customer-orientation consensus ................................................ 12
3.2 The operationalization of the other two variables ......................................................... 14
3.2.1 The items measuring service quality ............................................................................... 14
3.2.2 The items measuring emotional stability ...................................................................... 15
3.3 Pretest of the measurements ................................................................................................. 16
3.4 Participants of the study .......................................................................................................... 19
CHAPTER 4 ..................................................................................................21
DATA ANALYSIS ........................................................................................21
4.1 Basic Statistics ............................................................................................................................. 21
4.2Regression Analysis .................................................................................................................... 22
CHAPTER 5 ..................................................................................................25
CONCLUSIONS............................................................................................25
5.1 Major findings .............................................................................................................................. 25
5.2 Discussion .................................................................................................................................... 27
5.3 Research Limitation and Future Research ........................................................................ 27
REFERENCES..............................................................................................29

Tables and Figures
TABLES
Table 3- 1.........................................................................................................17
Table 3- 2.........................................................................................................18
Table 3- 3.........................................................................................................19
Table 3- 4.........................................................................................................20
Table 4- 1.........................................................................................................21
Table 4- 2.........................................................................................................22
Table 4- 3.........................................................................................................23
Table 4- 4.........................................................................................................23
Table 4- 5.........................................................................................................24
Table 4- 6.........................................................................................................24
FIGURE
Figure 3- 1 The relationship among the proposed variables ....................12

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