Purpose

The existing literature has emphasized the importance of frontline service employees developing a sense of ownership for the overall well-being of customers. However, studies into why frontline service employees develop ownership and responsibility for customers are still lacking. The purpose of this paper is to address the question, “Why do frontline service employees engage in responsible customer service behaviors and protect the interests of customers in Ghana?"

Design/methodology/approach

A semistructured interview with 61 frontline service employees was used in the study. This study used a thematic analysis technique to analyze the data.

Findings

The findings show that frontline service employees develop a sense of customer stewardship because of organizational values, human resource management initiatives (rewards and in-service training) and ownership and accountability.

Originality/value

Studies on why frontline service employees engage in responsible customer service behaviors and protect the interests of customers is limited. This study addresses this gap in the literature.

中文翻译：

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探索服务公司的客户管理行为

目的

现有文献强调了一线服务员工为客户的整体福祉培养主人翁意识的重要性。然而，关于为什么一线服务员工对客户产生所有权和责任感的研究仍然缺乏。本文的目的是解决“为什么一线服务人员从事负责任的客户服务行为并保护加纳客户的利益”这个问题？

设计/方法/方法

研究中使用了对 61 名一线服务员工的半结构化访谈。本研究使用主题分析技术来分析数据。

发现

调查结果表明，由于组织价值观、人力资源管理计划（奖励和在职培训）以及所有权和责任感，一线服务员工培养了一种客户管理意识。

原创性/价值

关于为什么一线服务人员从事负责任的客户服务行为并保护客户利益的研究有限。本研究解决了文献中的这一空白。