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Frontline employees’ compliance with fuzzy requests: A request–appraisal–behavior perspective
Journal of Business Research ( IF 11.3 ) Pub Date : 2021-04-04 , DOI: 10.1016/j.jbusres.2021.03.052
Xiaodong Li , Chuang Wang , Juho Hamari

While fuzzy requests from customers are pervasive in service encounters, it is lacking understanding of how to manage these kind of requests. By combining health belief model and theory of planned behavior, this study proposes a request–appraisal–behavior paradigm to elucidate frontline employees’ compliance with fuzzy requests. The research model is empirically examined with data collected from 256 frontline restaurant employees. The results show that compliance behavior is negatively influenced by conflict susceptibility, request severity, and punishment expectation, but positively influenced by satisfaction reward expectation, customer orientation norms, and job autonomy. The moderating effects of customer orientation norms and job autonomy on the relationships among satisfaction reward expectation (punishment expectation) and compliance behavior are also demonstrated. This study is among the first theoretical explorations of compliance behavior toward customer’ fuzzy requests. It also offers effective strategies for service providers and frontline employees to manage and cope with fuzzy requests.



中文翻译:

一线员工对模糊请求的遵守:请求,评估和行为的角度

尽管来自客户的模糊请求在服务遭遇中无处不在,但是却缺乏对如何管理此类请求的理解。通过结合健康信念模型和计划行为理论,本研究提出了一种请求-评估-行为范式,以阐明一线员工对模糊请求的遵守情况。使用从256名一线餐厅员工那里收集的数据,对研究模型进行了实证检验。结果表明,合规行为受冲突易感性,请求严重性和惩罚期望的负面影响,但受满意奖励期望,客户导向规范和工作自主性的正面影响。还展示了客户导向规范和工作自主性对满意奖赏期望(惩罚期望)与合规行为之间关系的调节作用。这项研究是针对客户模糊请求的合规行为的首批理论探索之一。它还为服务提供商和一线员工提供了有效的策略来管理和应对模糊请求。

更新日期:2021-04-04
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