英语翻译The three major categories (service delivery failures,sp

英语翻译
The three major categories (service delivery failures,special needs and requests,unprompted employee actions) have been shown to be robust and valid across different industries,such as auto care/repair,financial services,educational services,health care,real estate,retail setting,information technology help desks,and the gaming industry,and across respondents:the employee’s perspective as opposed to the customer’s perspective.The subcategories,however,have been different and context-dependent.
Heckman and Guskey suggested that the scope of two of the categories developed by Bitner and colleagues should be extended.In their view,customer situation before the encounter is a more general and more inclusive category than customer special needs and requests.They also suggested that the employee characteristics and behaviors category is a more general and a more inclusive form of the unprompted employee action.