ABSTRACT

Acknowledging the importance of institutional pluralism and food service firms’ dynamic capacity theory, this research examines customer service perception that could apply to develop or refine the possibility of different business logic in creating varied customer service outcomes. Using mixed methods, Study 1 uses the quantitative critical incident technique to measure how the business ability of service organizations should not be restricted by the type of business model. Based on the results of Study 1, a conceptual model was proposed for Study 2 and found that customers’ value mind-set and value construal can influence the overall customer service experience that can be formed in the customer construal level process. Further, business acumen can also yield a considerable range of emotional and physical inputs depending on the corresponding business logic. Actively managing the institutional pluralism of business logic, service firms are no longer restricted to an act imitated from business logic.

摘要

承认制度多元化和食品服务公司动态能力理论的重要性，本研究考察了客户服务感知，可用于开发或改进不同业务逻辑在创造不同客户服务结果方面的可能性。研究一采用混合方法，使用定量关键事件技术来衡量服务组织的业务能力不应受到业务模型类型的限制。基于研究一的结果，为研究二提出了一个概念模型，发现顾客的价值心态和价值建构可以影响整体的客户服务体验，在客户建构水平过程中可以形成。更远，根据相应的业务逻辑，商业敏锐度还可以产生相当大范围的情感和身体投入。积极管理业务逻辑的制度多元化，服务公司不再局限于模仿业务逻辑的行为。