中文摘要：

采用围绕关键事件进行访谈的方式,以某大型集团公司下属分公司一线服务员工为对象,了解售后服务员工满意度现状;进一步挖掘影响员工满意度的各种因素,包括一般性的和与情境相关的,来自顾客的和来自公司管理层的;找出员工期待的有效改进售后服务管理的举措。该研究扩展了员工满意度、服务管理、心理授权等有关理论成果在售后服务中的应用,并为未来的验证性理论研究指引了方向。

英文摘要：

We conducted in depth the interviews around some critical incidents on the front-line employees from a manufacturing firm.Based on the study,we depicted the status of the employee satisfaction,found out various factors that influence their satisfaction,including both general and scenario-specific,both from customers and from the management.We also suggested the measures to improve post-service based on the interviewee＇s comments.This study extended the literature of customer satisfaction,service management,and suggested directions for future confirmatory studies.