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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
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Purpose: Do close linkages among employees during service encounters always enhance customer satisfaction? Drawing on literature in social psychology, this research argues that under certain circumstances close linkages among employees undermine customer satisfaction. More specifically, this research explores a service failure context and shows that higher task interaction among employees during service encounters leads to higher perceived firm entitativity, resulting in an individual employee’s service failure being detrimental to customer satisfaction with the firm. Data and research methodology: A series of experiments using scenarios across different service contexts was used in order to test hypotheses. Data was collected via Amazon Mechanical Turk and the models were tested using Hayes PROCESS. Results: The results show that interactions among employees during service result in 1) lower satisfaction with the firm and 2) lower revisit intentions in the future when there is a service failure by an individual employee. Following the main effects analysis, mediation analysis shows that the effect of employee interaction on customer satisfaction with the firm and revisit intention is mediated by perceived firm entitativity. Implications: By examining contexts where employee interaction may be detrimental to firms, this research provides novel insights on how to manage communications among service employees.
목차
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참고문헌 (45)
참고문헌 신청
Baron, R. M. / 1986 / The moderator–mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations / Journal of Personality and Social Psychology 51(6):1173~1182
Bendapudi, N. / 2002 / Managing business-tobusiness customer relationships following key contact employee turnover in a vendor firm / Journal of Marketing 66(2):83~101
Berry, L. L. / 1995 / Relationship marketing of services—growing interest, emerging perspectives / Journal of the Academy of Marketing Science 23(4):236~245
Bitner, M. J. / 1994 / Critical service encounters : The employee's viewpoint / Journal of Marketing 58(4):95~106
Bitner, M. J. / 1990 / The service encounter : Diagnosing favorable and unfavorable incidents / The Journal of Marketing 54(1):71~84
Bendapudi, N. / 2002 / Managing business-tobusiness customer relationships following key contact employee turnover in a vendor firm / Journal of Marketing 66(2):83~101
Berry, L. L. / 1995 / Relationship marketing of services—growing interest, emerging perspectives / Journal of the Academy of Marketing Science 23(4):236~245
Bitner, M. J. / 1994 / Critical service encounters : The employee's viewpoint / Journal of Marketing 58(4):95~106
Bitner, M. J. / 1990 / The service encounter : Diagnosing favorable and unfavorable incidents / The Journal of Marketing 54(1):71~84
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