.............................. 汇率制度、全球金融冲击与新兴经济体短期跨境资本流动 朱 琳，徐剑刚

（1.AVIC International Holding Corporation，Beijing100101，China；2.Renmin University of China，Beijing100872，China）

Abstract：Employee expertise is an essential determinant of customer satisfaction in service industries. However，employee expertise is intangible by nature，making it difficult for customers to evaluate it accurately. The evaluation difficulty will increase uncertainty and perceived risk about the service，leading to decreased customer satisfaction. With the help of two lab experiments and an online survey，the authors examine the effect of tangiblizing employee expertise on customer satisfaction and the underlying process. It is found that providing tangible evidence for employee expertise will increase perceived expertise of the employee，which will in turn enhance customer satisfaction. More important，this tangibilizing strategy is effective only when the employee has high-quality interactions with the customers；when the interaction quality is moderate or low，the positive effect of the tangibilizing strategy will disappear or even become negative. So managers could reduce the degree of difficulty for customers to judge employee expertise by tangibilizing the evidence，and strictly control the interaction quality to guarantee the effectiveness of tangibilizing strategy and improve customer satisfaction.

Key words：employee expertise；tangibilization；customer satisfaction；interaction quality；service marketing