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Customer prioritization, product complexity and business ties: implications for job stress and customer service performance
Journal of Business & Industrial Marketing ( IF 3.319 ) Pub Date : 2021-06-09 , DOI: 10.1108/jbim-08-2020-0404
Volkan Yeniaras , Ilker Kaya

Purpose

Drawing on the theoretical lens of the job demands-resources model, this study builds upon and tests a conceptual model that links customer prioritization, product complexity, business ties, job stress and customer service performance. Conceptualizing customer prioritization and product complexity as job demands and business ties as personal job resources, this research explicates the mediating process by which customer prioritization and product complexity affect customer service performance through job stress and its boundary conditions. The purpose of this paper is to offer a theoretical framework in which business ties moderates the mediated relations of customer prioritization and product complexity to customer service performance.

Design/methodology/approach

Structural equation modeling and a moderated mediation analysis were used on a unique multi-level, multi-respondent data set of 248 participants from 124 small and medium-sized enterprises in Turkey.

Findings

This study finds that both customer prioritization and product complexity increase job stress. In addition, this paper finds that business ties have a bitter-sweet nature as a personal resource and reverse the relation of customer prioritization to job stress while strengthening the negative direct relation of product complexity to job stress. Finally, this study finds that the indirect relation of customer prioritization to customer service performance through job stress is contingent on business ties. Specifically, this paper finds that high levels of business ties negate the indirect relation of customer prioritization to customer service performance while low levels of business ties exacerbate the negative effects of customer prioritization to customer service performance, channeled through job stress.

Practical implications

The findings demonstrate the critical role that personal networks play in reducing job stress and enhancing customer service performance for small and medium-sized enterprises that adopt customer-centric strategies such as customer prioritization. Nevertheless, the results suggest that the managers need to cognizant of the undesirable consequences of business ties may have on job stress when boundary-spanners handle a wide range of products/services that are technically complex. Accordingly, this study recommends small and medium-size enterprise managers and owners should be cautious in resource allocation to establish informal, personal ties with suppliers, competitors, customers and other market collaborators.

Originality/value

This paper offers a deeper perspective of the relations of customer prioritization and product complexity to job stress and customer service performance. This study also specifies business ties as a personal coping resource, which decreases the undesirable consequences when used in small and medium enterprises that adopt customer-centric strategies.



中文翻译:

客户优先级、产品复杂性和业务关系:对工作压力和客户服务绩效的影响

目的

本研究利用工作需求-资源模型的理论视角,建立并测试了一个将客户优先级、产品复杂性、业务关系、工作压力和客户服务绩效联系起来的概念模型。本研究将客户优先级和产品复杂性概念化为工作需求,业务关系作为个人工作资源,阐明了客户优先级和产品复杂性通过工作压力及其边界条件影响客户服务绩效的中介过程。本文的目的是提供一个理论框架,在该框架中,业务关系可以调节客户优先级和产品复杂性与客户服务绩效之间的中介关系。

设计/方法/方法

对来自土耳其 124 家中小企业的 248 名参与者的独特多层次、多受访者数据集使用了结构方程模型和适度的中介分析。

发现

本研究发现,客户优先级和产品复杂性都会增加工作压力。此外,本文发现业务关系作为个人资源具有苦乐参半的性质,它扭转了客户优先级与工作压力的关系,同时加强了产品复杂性与工作压力的负直接关系。最后,本研究发现,通过工作压力,客户优先级与客户服务绩效之间的间接关系取决于业务关系。具体而言,本文发现高水平的业务联系否定了客户优先级与客户服务绩效的间接关系,而低水平的业务联系则加剧了客户优先级对客户服务绩效的负面影响,通过工作压力进行了引导。

实际影响

调查结果表明,对于采用客户优先级等以客户为中心的战略的中小型企业而言,个人网络在减轻工作压力和提高客户服务绩效方面发挥着关键作用。然而,结果表明,当跨界者处理技术上复杂的各种产品/服务时,管理人员需要认识到业务联系可能对工作压力产生的不良后果。因此,本研究建议中小型企业管理者和所有者在资源分配时应谨慎,与供应商、竞争对手、客户和其他市场合作者建立非正式的个人联系。

原创性/价值

本文提供了客户优先级和产品复杂性与工作压力和客户服务绩效之间关系的更深层次的视角。本研究还将业务关系指定为个人应对资源,这在采用以客户为中心的战略的中小型企业中减少了不良后果。

更新日期:2021-06-09
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