摘要
服务场所频发的顾客不当行为及其危害已逐渐引起企业和学术界关注,但目前主要着眼于事前防控,对顾客不当行为发生后一线员工和同属顾客的能动作用仍重视不足。文章基于调查研究深入剖析顾客不当行为背景下,不良顾客、同属顾客、员工之间多方人际互动对同属顾客体验和态度的影响及内部机制。研究发现,同属顾客与不良顾客间消极互动、同属顾客之间积极互动,以及员工与顾客间互动对同属顾客体验均有显著正向影响,且员工与顾客间互动对同属顾客与不良顾客间互动影响有显著强化作用。此外,服务体验在三种人际互动对同属顾客态度的影响中发挥重要中介作用。研究结论对于企业调动员工和同属顾客共同参与顾客不当行为管理具有重要实践指导意义。
As customer misbehavior occurs frequently in service encounter,both managers and researchers begin to pay attention to this phenomenon and its harms. However,they mainly focus on how to prevent the event and ignore the important intervening role of employees and fellow customers in dealing with the customer misbehavior. Therefore,based on the survey data,this paper delves into the impact of interpersonal interactions among undesirable customers,fellow customers,and employees on fellow customers＇ experience and attitude on encountering customers＇ misbehaviors. The paper concludes that the negative interactions between fellow customers and undesirable customers,the positive interactions among fellow customers,and interactions betweenemployees and customers all have significant positive effects on fellow customers＇ experience. Interactions between employees and customers can also strengthen the effect of negative interactions between fellow customers and undesirable customers. Besides,service experience plays a vital mediating role in the influence of interpersonal interactions on fellow customers＇ attitude. These findings provide important guidance for managers to motivate employees and fellow customers to participate in the control of customer misbehaviors.
作者
王凤玲
张广玲
费显政
WANG Feng-ling ZHANG Guang-ling FEI Xian-zheng(Economics and Management School, Wuhan University, Wuhan 430072, China School of Business Administration, Zhongnan University of Economics and Law, Wuhan 430073, China)
出处
《商业经济与管理》
CSSCI
北大核心
2017年第10期72-82,共11页
Journal of Business Economics
基金
国家自然科学基金面上项目"垂直渠道系统中的冲突解决机制研究:多边竞争视角"(71172209)
国家自然科学基金面上项目"同属顾客对顾客不当行为的反应模式研究--基于情绪的视角"(71372211)
关键词
顾客不当行为
同属顾客
顾客间互动
感知员工努力
customer misbehavior
fellow customer
customer-to-customer interaction
perceived employee effort
