This research proposes a theoretical model to explain customer compliance with employee fuzzy requests in service encounters from a self-determination theory perspective. Utilizing data collected from 382 car-hailing users in south China, the model was examined through partial least squares structural equation modeling. Results revealed that identified and integrated regulations are positively related to customer compliance. Furthermore, identified regulation is positively affected by sense of relatedness, while integrated regulation is positively influenced by perceived autonomy support, self-efficacy, and sense of relatedness. This study provides important implications for scholars and managers by establishing a self-determination mechanism.

中文翻译：

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客户在服务遭遇中对员工模糊请求的合规性：自决理论视角

这项研究提出了一种理论模型，用于从自决理论的角度解释客户在服务遭遇中对员工模糊请求的合规性。利用从华南地区382名打车用户那里收集的数据，通过偏最小二乘结构方程模型对模型进行了检验。结果表明，已确定和集成的法规与客户合规性呈正相关。此外，已确定的法规受到关联感的积极影响，而综合法规则受到感知的自治支持，自我效能感和关联感的积极影响。通过建立自决机制，本研究对学者和管理者具有重要意义。